Director, Customer Success (West)

Position Summary

Botrista is seeking a visionary and growth-oriented Director, Customer Success (West) to spearhead our regional account strategy and cross-functional execution on the West Coast. In this leadership role, you will design and execute the overarching strategic roadmap for regional accounts, driving long-term customer retention, expansion, and operational excellence.

You will lead, scale, and inspire a high-performing regional team of Account Managers, while serving as a key strategic partner to the executive team. By bridging the gap between high-level business strategy and field execution, you will champion the voice of the operator, orchestrate complex cross-functional initiatives, and establish Botrista as an indispensable partner to major restaurant and foodservice brands across the region.

Key Responsibilities

• Strategic Leadership & Vision: Define and execute the West Coast regional customer success strategy, aligning team objectives with Botrista’s macro-level growth, location retention, and expansion goals.
• Cross-Functional Orchestration: Act as the primary regional liaison between Sales, Product, Operations, and Supply Chain to ensure seamless menu deployments, strategic product rollouts, and unified corporate initiatives.
• High-Stakes Relationship Management: Build and maintain deep strategic relationships with key account stakeholders, positioning Botrista as a critical driver of their business profitability.
• Team Scaling & Mentorship: Lead, develop, and scale an elite team of 5-10 regional success professionals. Foster a culture of accountability, continuous learning, and strategic thinking to build a robust leadership pipeline.
• Operational Excellence & Profitability: Oversee regional business reviews and program health metrics. Drive regional standards for program success.
• Advanced Escalation & Problem Solving: Serve as the ultimate authority for high-impact regional challenges, designing systemic, scalable solutions that prevent future friction and optimize standard operating procedures.

Requirements

Key Skills & Attributes

• Executive Presence & Communication: Exceptional ability to distill complex operational data into compelling, high-level business reviews and strategic presentations for internal executives and client stakeholders.
• Strategic Systems Thinker: Adept at looking beyond individual account crises to design scalable, repeatable frameworks that improve the customer experience across the entire region.
• Cross-Functional Influencer: Proven ability to collaborate with and influence cross-functional peers (Product, Sales, Logistics) to align priorities and eliminate operational barriers for clients.
• Data-Driven Strategist: Highly analytical mindset with the ability to leverage data (e.g., usage metrics, financial health, performance KPIs) to drive proactive account expansion and retention strategies.

Minimum Qualifications

• Education: Four-year college degree required 
• Experience: 8+ years of experience in customer success, account management, or commercial leadership within the food-service, hospitality, or restaurant technology (FoodTech/SaaS) industries.
• Leadership Track Record: 3+ years of experience successfully leading and developing managers or high-performing account teams in a remote, multi-market environment.
• Scale & Adaptability: Proven track record of driving strategy and project execution within fast-changing, high-growth, or venture-backed environments.
• Technical Proficiency: Deep familiarity with enterprise business systems and collaboration ecosystems (e.g., Salesforce, PowerBI, ClickUp, Slack).
• Location: San Francisco Bay Area or Los Angeles. In San Francisco, there is a hybrid in-office expectation. 
• Travel: Willingness to travel regionally (25–50%) to engage with key enterprise clients, orchestrate high-profile launches, and align with regional team members.

Benefits

Benefits and Compensation 

Benefits: 

• Fully company-paid Medical and 99% company-paid Dental and Vision Insurance
• 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K

Compensation: Base Salary: ~$160K

Note: The starting salary is commensurate with experience and qualifications.