What are the responsibilities and job description for the Director of Customer Success position at Bikky?
About Bikky
Restaurants are the heart of our communities - where we go to celebrate life’s memorable moments with those we love, and find comfort and familiarity in the world. But while the digital and data revolutions have transformed other parts of commerce and hospitality, restaurants haven’t had the same opportunity. The result has been an industry that’s - on average - had their profit margins shrink by 5x over the past 20 years.
Bikky was founded on the belief that restaurants deserve the same access to data as the largest, most sophisticated businesses in the world. We believe that data can fundamentally transform the economic model of the entire restaurant industry - producing better businesses, more jobs, and stronger communities.
Bikky is based in New York City and has raised over $15 million in funding to date, most recently with a Series A in Q4 2023. We’re proud to serve thousands of restaurant locations across the U.S., including major brands like Bojangles, Dave’s Hot Chicken, and Long John Silver’s.
About the role
We focus on deeply understanding our customers' businesses and their needs. As our Director of Customer Success, you’ll helm that effort, enabling restaurant brands to build better, more resilient businesses through their data.
You’ll lead the Customer Success team, helping them answer critical questions about guest behavior, retention, and marketing effectiveness, insights that directly impact how our customers operate and grow their brands.
This role will be responsible for ensuring our customers realize the full value of Bikky’s platform. You’ll build the processes, playbooks, and team needed to scale Customer Success as the company grows. You’ll partner closely with Product, Sales, Data Operations, and the founders to translate customer needs into better products, stronger customer relationships, and long-term revenue growth.
On any given week you might:
- Lead and support a team of Customer Success Managers responsible for onboarding, engagement, and retention across Bikky’s customer base
- Collaborate with the founders on customer initiatives, product feedback, and shaping the future of our platform
- Partner directly with strategic restaurant brands during QBRs or key moments in the relationship to ensure they’re getting meaningful value from Bikky
- Define the long-term vision for how Customer Success operates at Bikky as the company continues to scale
- Build scalable playbooks for onboarding, customer education, and lifecycle management
About you
You’re a strong operator and people leader who understands that great Customer Success sits at the intersection of product, data, and customer outcomes.
You’re excited about working with well-known restaurant brands and helping them make better decisions with their data. You’re equally comfortable coaching a team, running strategic customer conversations, and improving internal systems that make a CS organization more effective.
The ideal candidate will have:
- 8 years of experience in Customer Success, Account Management, or similar customer-facing roles within B2B SaaS, with 3 years leading a team
- Experience working with data and helping customers translate analytics into business decisions
- Experience managing complex enterprise customer relationships
- Strong cross-functional instincts and experience partnering with Product, Sales, and Engineering teams
Why us
At Bikky, you’ll help the best restaurant brands in the country solve real problems that impact their bottom line. In doing so, you’ll create better outcomes for their customers, employees, and franchisee owners.
Alongside your work with customers, you’ll be in a strategic role that’s at the core of what we do. You’ll have the opportunity to influence every aspect of the business, from product development to go-to-market strategy, while shaping how Customer Success evolves as Bikky continues to grow.
You’ll join a team that cares deeply about the restaurant industry and believes that better data can fundamentally improve how restaurants operate.
Perks and Benefits
- Generous equity compensation.
- Top tier (for stage) healthcare, including medical, vision, and dental with 100% employer coverage.
- Ability to participate in a 401k.
- Bikky offers a hybrid working environment. For candidates in New York City, we have an office where the team works 3-4 days per week.
- Flexible vacation policy.