Director of Customer Success

WISK is hiring a Director of Customer Success to lead our post-sale customer organization.

WISK partners with bars, restaurants, hotels, and hospitality groups — from independent operators to multi-property casinos and resorts — to optimize inventory, reduce costs, and improve margins. We give Food & Beverage operators control over one of the most critical and complex parts of their business.

The role

You will lead the teams that own every moment of a customer's experience after the sale — from implementation and ongoing relationship management through technical support and the operational work that keeps customer data flowing through the product. It's a multi-team scope with both relationship-led and operationally-led functions reporting up to you.

You'll be accountable for the outcomes that define a healthy post-sale organization: retention, renewal, customer health, expansion sourced from the existing base, and time-to-value for new customers. You'll set the cadence, the standards, and the culture that make all of that real.

Who we're looking for

• A background in both Account Management and Professional Services, and a strong intuition for how those two functions hand off to and depend on each other.
• Senior post-sale leadership experience in SaaS, at the Manager level or above.
• A track record of owning a retention number against a defined book of business and hitting it.
• Experience managing multiple specialized teams — at least one relationship-led, at least one operationally-led — with the judgment to standardize without flattening.
• Strong front-line manager development skills; you build the bench.
• Hospitality, restaurant tech, hotel tech, inventory, POS, or operations software experience is a plus.
• Any current or prior experience working directly in the restaurant industry should be highlighted. 

Why this role

Recurring revenue is the engine of WISK's business, and the post-sale organization is the engine of recurring revenue. This is the leadership seat at the center of that.