Director, Customer Success - Pizza Hut

Work Location Requirement: Hybrid onsite in Plano, TX 

The Director, Customer Success is responsible for owning the end-to-end relationship with Pizza Hut as Byte’s first external global customer—ensuring successful adoption, measurable value realization, and long-term commercial growth across the Byte product suite.

This role represents a critical shift in Byte’s evolution—from an internal platform to a customer-facing SaaS business—with accountability for retention, expansion, and customer satisfaction at scale.

You will act as the single point of accountability for Pizza Hut globally, leading customer success strategy, engagement, and performance across markets, while partnering closely with Sales, Product, Deployment, and PMO to deliver sustained business impact.

Your mission: turn Byte from a deployed platform into a strategic partner that drives operational performance, customer experience, and profitable growth for Pizza Hut globally. 

Customer Ownership & Commercial Accountability

• Own the global relationship with Pizza Hut as a strategic external customer, acting as the primary executive point of contact
• Drive customer retention, renewal readiness, and long-term contract success
• Partner with Sales to identify and execute expansion opportunities, including cross-sell and upsell across the Byte product suite
• Support commercial negotiations, renewals, and contract discussions, ensuring alignment on value delivered and future roadmap
• Ensure alignment between customer expectations, contractual commitments, and Byte delivery
• Own how Byte delivers measurable business value to Pizza Hut, defining what ‘success’ means commercially and operationally
• Shape pricing, packaging, and expansion strategy in partnership with Growth and Sales based on customer value realized

Customer Success Strategy & Execution

• Define and execute a global Customer Success strategy for Pizza Hut, aligned to Byte’s commercial and product strategy
• Establish scalable engagement models across regions, markets, and franchise structures
• Define success frameworks across adoption, value realization, retention, and expansion
• Define the global Customer Success playbook for Pizza Hut (engagement model, lifecycle stages, governance, and success metrics)
• Standardize how Customer Success operates across markets while incorporating franchise and regional nuances - ensuring it is both scalable globally and effective across diverse market and franchise environments.

Customer Success Playbook & Operating Model

• Own the design and evolution of the global Customer Success playbook for Pizza Hut, including lifecycle stages (onboarding - adoption - value realization - renewal - expansion)  
• Define standardized engagement models, governance (QBRs, health reviews) and success metrics across markets  
• Partner with Product and Data teams to embed feedback loops into roadmap prioritization and product development  
• Continuously refine the model based on market performance, customer insights, and commercial outcomes

Value Realization & Business Impact

• Own frameworks that connect Byte adoption to measurable business outcomes (e.g., sales growth, operational efficiency, cost reduction, customer experience)
• Partner with Data Science and Finance to quantify and communicate ROI at market and global levels
• Lead Quarterly Business Reviews (QBRs) with Pizza Hut leadership, demonstrating value delivered and future opportunities
• Ensure Byte is positioned as a critical enabler of Pizza Hut’s business performance, not just a technology provider

Customer Health, Insights & Expansion

• Establish customer health frameworks, including adoption metrics, satisfaction (NPS/CSAT), and risk indicators
• Proactively identify and mitigate adoption, performance, and relationship risks
• Leverage insights to drive expansion opportunities and deeper product adoption
• Build a case study and proof-point engine demonstrating Byte’s impact across Pizza Hut markets

Cross-Functional Leadership & Delivery Alignment

• Partner with Deployment and PMO to ensure successful transition from deployment to steady-state operations
• Work with Product teams to ensure customer feedback is translated into roadmap priorities
• Collaborate with Sales and Marketing to support external positioning, storytelling, and growth strategy
• Ensure clear accountability and handoffs across Sales → Deployment → Customer Success → Product

External Stakeholder & Franchisee Engagement

• Navigate complex stakeholder environments across global leadership, regional teams, and franchise