Head of Customer Success

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 vital to the Sauce’s growth. We are on the hunt for a hands-on Customer Success leader who can turn great technology into game‑changing results for our restaurant partners. You’ll build and coach a high‑performing CS team, design data‑driven playbooks that drive adoption, revenue, and retention, and weave customer insights into everything we ship—from product features to marketing campaigns.

In this role you’ll own the health of our post‑sale relationships (think renewals, expansions, NPS) while keeping a sharp eye on efficiency—leveraging AI and streamlined tooling to help us grow the business. If you love rolling up your sleeves, rallying cross‑functional teams, and proving value in a fast‑growing SaaS environment, we’d love to meet you.

This position reports directly to the CEO of Sauce, as well as partners with our current Director of Customer Success.

We are looking for someone exclusively within distance of our office in Manhattan as this role will be a hybrid, in-office role.

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What You'll Do:

• Build & Lead the Team : Recruit, onboard, and develop top talent within the Customer Success team. You’ll foster a collaborative, results-oriented culture, creating efficient workflows that empower team members to thrive. Your leadership will ensure the team is well-equipped to meet the demands of a rapidly growing business.
• Drive Outcomes : Increase platform adoption, engagement, expand account revenue, and boost retention by ensuring restaurants achieve tangible results with Sauce. Your team will work closely with restaurant partners to set clear, measurable goals and develop strategies to achieve them, ensuring both short-term and long-term success for our customers.
• Oversee Success Activities : Proactive communication to maintain high customer satisfaction. You’ll ensure each customer has a tailored plan for success, providing guidance and support throughout their journey to maximize their experience with Sauce.
• Measure Success : Define KPIs such as renewal rates, adoption, and NPS scores. You’ll continuously track these metrics, analyze performance, and report findings to leadership. By regularly assessing customer health and satisfaction, you’ll ensure the team is focused on the most impactful areas to drive success.
• Analyze Churn : Proactively analyze churn metrics and identify trends to minimize customer attrition. You’ll develop strategies to address at-risk accounts, collaborating with the team to implement targeted interventions and maximize retention.
• Manage the Customer Success Budget : Oversee the budget for the Customer Success team, ensuring it is kept lean while still enabling the team to scale and double the business. You'll strategically allocate resources to ensure maximum impact and efficiency.
• Enhance Efficiency with Technology : Automate low‑touch workflows with AI so CSMs focus on high‑value tasks.. You’ll implement technology solutions to drive scalability and reduce manual processes, maximizing the team's capacity and performance.
• Champion Customer Success Across Sauce : Collaborate with Marketing, Product, Sales, and Finance to align on customer goals and strategies. You’ll work cross-functionally to ensure customer feedback is integrated into product development, marketing campaigns, and sales strategies, ensuring alignment and driving better outcomes for restaurants.

What You Bring:

• 5+ years leading customer-facing teams in SaaS.
• Strong communication, negotiation, and cross-functional collaboration skills.
• Experience in both post-sale and sales, with a focus on renewals and expansions.
• Deep understanding of restaurant operations and revenue growth.
• Expertise in recurring revenue models and data-driven decision-making.
• Passion for continuous learning and staying current on industry trends.
• Proven leadership skills, with the ability to inspire teams and be a hands-on, collaborative team player.

What We Offer:

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Flexible Work Environment
• Responsible Paid Time Off Policy

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$150,000 - $175,000 a year

This salary is the total On-Target Earnings (OTE) for this role, with a base + commission compensation structure. \n

Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.