What are the responsibilities and job description for the Director of Customer Success position at WISK.ai - Inventory Management for Hotels, Restaurants & Bars?
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.