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VP, Customer Success
SauceUnited States, United StatesRemotefull_timeVerifiedPosted 30 Jan 2025
About the role
Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.
Customer Success is integral to Sauce’s growth and long-term success. Our customers—restaurants ranging from single-location operators to multi-unit chains—rely on our platform to improve efficiency and profitability. As Vice President of Customer Success, you’ll spearhead the strategies and programs that ensure restaurants see exceptional value from our services. You’ll oversee everything from onboarding and adoption to retention and expansion, helping restaurants leverage Sauce to maximize their growth and optimize operations.
Join Sauce to help restaurants drive revenue, reduce operational complexity, and delight customers. As our VP of Customer Success, you’ll lead a dedicated team and collaborate across the company to ensure every restaurant that partners with Sauce realizes exponential growth and the full value of our solutions. We look forward to hearing from you!
This position reports directly to the CEO of Sauce.
We are looking for someone exclusively within the EST or CST time zones. West coast candidates won't be considered for this position.
Customer Success is integral to Sauce’s growth and long-term success. Our customers—restaurants ranging from single-location operators to multi-unit chains—rely on our platform to improve efficiency and profitability. As Vice President of Customer Success, you’ll spearhead the strategies and programs that ensure restaurants see exceptional value from our services. You’ll oversee everything from onboarding and adoption to retention and expansion, helping restaurants leverage Sauce to maximize their growth and optimize operations.
Join Sauce to help restaurants drive revenue, reduce operational complexity, and delight customers. As our VP of Customer Success, you’ll lead a dedicated team and collaborate across the company to ensure every restaurant that partners with Sauce realizes exponential growth and the full value of our solutions. We look forward to hearing from you!
This position reports directly to the CEO of Sauce.
We are looking for someone exclusively within the EST or CST time zones. West coast candidates won't be considered for this position.
What You'll Do:
- Drive Customer Success Outcomes:
- Boost retention: Increase renewal rates and minimize churn by ensuring restaurants achieve tangible results with Sauce.
- Expand account revenue: Identify and execute cross-sell and up-sell opportunities that help restaurants further optimize their business.
- Elevate platform adoption: Guide restaurants to get the most out of our features, driving higher engagement and overall satisfaction.
- Foster advocacy: Turn happy restaurant partners into brand advocates who share their success stories to inspire new customers.
- Define and Optimize the Customer (Restaurant) Lifecycle
- Map the journey: Outline a clear path from initial setup to expansion and renewal, tailored to different restaurant types and sizes.
- Develop listening points: Proactively track usage, satisfaction, and operational metrics unique to restaurant performance.
- Standardize interventions: Create playbooks for engaging customers at critical phases of their lifecycle.
- Segment customer base: Define strategies for various restaurant segments—independents, emerging chains, and enterprise brands.
- Drive continuous improvement: Integrate best practices from the SaaS and restaurant industries into processes and offerings.
- Oversee Customer Success Activities
- Onboarding & Training: Ensure restaurants experience a smooth and seamless start on Sauce, with best practices for rapid growth.
- Professional Services: Offer expert guidance on operational optimizations and data-driven strategies.
- Customer Support: Provide prompt, effective solutions to any challenges or inquiries.
- Customer Success Management: Maintain proactive communication and relationship-building with key restaurant stakeholders.
- Renewals & Expansion: Execute strategies that encourage contract renewals and additional product or service adoption.
- Experience: Ensure that customers are delighted with our service, and become staunch advocates of our program leading to high customer satisfaction, NPS, and referrals.
- Advocacy: Cultivate case studies, testimonials, and referrals among satisfied restaurant partners.
- Measure Effectiveness of Customer Success
- Define metrics: Establish KPIs (renewal rates, adoption metrics, restaurant revenue growth, NPS, etc.) that reflect the health of our partnership with restaurants.
- Refine tracking systems: Develop dashboards and workflows to monitor these metrics continuously.
- Create review cadence: Conduct regular performance reviews and present findings to leadership and the board.
- Promote transparency: Share critical customer success metrics across Sauce to keep teams aligned and informed.
- Build and Lead a World-Class Customer Success Team
- Recruit top talent: Hire experienced leaders a
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