The Director of Customer Success will lead a team to enhance customer experience for restaurant brands through data-driven insights, building processes and scalability as the company grows.
About Bikky
About the role
On any given week you might:
About you
The ideal candidate will have:
Why us
Perks and Benefits
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.
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.
- 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
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.
- 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
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.
- 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.
Bikky New York, New York, USA Office
221 Canal St, New York, NY, United States, 10013
Similar Jobs
Artificial Intelligence • Sports • Big Data Analytics
Lead and grow the Customer Success organization while directly managing strategic enterprise accounts. Own retention, renewals, expansion, and NRR through executive engagement, scalable renewal/upsell motions, forecasting, cross-functional collaboration, operational improvements, and talent development. Act as escalation point for key accounts and drive KPI accountability for retention, churn, product adoption, and expansion.
Top Skills:
CRMCustomer Success Platforms
Artificial Intelligence • Healthtech • Machine Learning • Software
Build and lead the Partner Client Success function for RCM channel partners; own strategic partner relationships, QBRs, escalation processes, partner health metrics, product feedback loop, and expansion in partnership with Sales.
Top Skills:
AsanaBigQueryClaudeMetabaseSalesforce
Cloud • Fintech • Food • Information Technology • Software • Hospitality
Lead redesign of Customer Success data model and AI data strategy. Build pipelines, integrations (contact center), testing/monitoring, and documentation. Manage two senior engineers and partner with CS, infra, and governance to ensure reliable, documented data for reporting and AI use cases.
Top Skills:
AirflowBi ToolsDbtKafkaKinesisNotebooksSemantic LayerSnowflake
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
