Director Customer Experience

Salt; New York (NY); Hybrid; USD 180,000 - 280,000; Full time

Job summary

Salt in the NYC area seeks a Director of Customer Experience to own the entire client journey—from onboarding to retention—working with the CEO, Product, and Sales leadership to ensure customers rely on the product. You will build and lead CX and Support teams, craft regional structures, and create systems to measure customer health.

You’ll develop dashboards, automations, and AI-powered tools, partnering with Product to inform decisions and guide release readiness while driving escalation

Qualifications

• 6–10 years in Customer Success or CX leadership.
• 4–6+ years managing teams across regions or markets.
• Experience with SMB customers in high-urgency, operationally complex environments.
• Restaurant tech or food‑tech domain experience preferred.
• Data-driven approach to customer operations and success metrics.
• Strong SQL skills and dashboard/automation experience.
• Hands-on experience building AI-powered automations.
• Comfort handling escalations and after-hours operational issues.
• Startup experience in a genuinely high-velocity environment.
• Experience with restaurant tech platforms like Toast or similar.

Responsibilities

• Lead CX: own retention, customer health, support, and overall client experience across CS and Support.
• Build & scale: develop regional teams, playbooks, processes, and systems to improve efficiency without headcount growth.
• Partner with Product: bring customer data into product decisions and feature launches.
• Build with AI: create dashboards, automations, workflows, and AI tools to improve visibility and performance.
• Own key accounts: manage high-priority customers and escalations.
• Drive cross-functional alignment: collaborate with Sales and Product to ensure a seamless journey from sale to long-term success.

Skills

Leadership

Data-driven

SQL

AI automation

Cross-functional

CX strategy

Change management

Startup experience

Regional management

Restaurant tech

Job description

We're looking for a Director of Customer Experience to own the entire client journey — from onboarding and product adoption to support, retention, and long-term success.

This is not a traditional Customer Success leadership role. You'll have the opportunity to build and shape the entire CX function, working directly with the CEO, Product, and Sales leadership to make sure our customers don't just use the product — they genuinely depend on it. You'll lead and develop Customer Success and Support teams, build regional structures, establish the systems that measure customer health, and become the internal voice of the customer when product decisions are being made.

Our client is a fast-moving company, so you'll be expected to build as well as lead. That means creating your own dashboards, automations, workflows, and AI-powered tools to make the team more efficient — without waiting for engineering resources.

What you'll own:

• Lead CX: Own retention, customer health, support, and the overall client experience across CS and Support.
• Build & Scale: Develop regional teams, playbooks, processes, and systems that improve efficiency without relying on headcount growth.
• Partner with Product: Bring customer insights and data into product decisions, feature launches, and release readiness.
• Build with AI: Create your own dashboards, automations, workflows, and AI-powered tools to improve visibility and team performance.
• Own Key Accounts: Step into high-priority customers and escalations when senior leadership is needed.
• Drive Cross-Functional Alignment: Partner closely with Sales and Product to create a seamless customer journey from initial sale through long-term success.

You should have:

• 6–10 years of experience in Customer Success, Customer Experience, or Support leadership.
• 4–6+ years managing teams and managers, ideally across regions or multiple markets.
• Experience working with SMB customers in a high-pressure, operationally complex environment.
• Experience in restaurant technology, food delivery, hospitality technology, or another operationally intense industry is strongly preferred.
• Strong experience partnering directly with Product and influencing product decisions.
• A highly data-driven approach to customer operations.
• Strong SQL skills and experience personally building dashboards, automations, workflows, or other operational tools.
• Hands‑on experience building and shipping AI-powered automations — not simply managing teams that do it.
• Comfort operating in high‑stakes situations, including escalations and after‑hours operational issues.
• The ability to move seamlessly between strategy and execution.
• Experience managing regional managers or multi‑region organizations.
• Startup experience in a genuinely high‑velocity operating environment.
• Experience with companies such as Toast or other restaurant/food‑tech platforms.
• Deep knowledge of the restaurant and food‑delivery technology ecosystem.

SaaS-only backgrounds without significant operational intensity are unlikely to be a fit.

Why this role?

• You'll have an unusually broad mandate: own the customer experience, influence the product, shape how the company sells, and build the systems that make the organization scale.
• You'll work directly with the CEO and have the autonomy to turn ideas into reality quickly.

If you're the kind of operator who sees a broken process and thinks, "I can fix it," thrives in high‑urgency environments, and wants to have a direct impact on both customers and product: this could be the role for you

Location: NYC Metropolitan Area

Work model: Hybrid — 3+ days per week in our NYC office