Director, Customer Experience & Growth (Hybrid)

Sauce; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Equity

Health Insurance

Parental Leave

Flexible Work

Job summary

Sauce is seeking a seasoned Director of Customer Experience to own the full client journey from onboarding to retention, reporting to the CEO and based in NYC with 3x+ in-person days. You will unify CS and Support into a single CX function, build regional teams, and serve as the voice of the customer in product development and sales.

You will drive a health-score ecosystem, partner with Product, and prototype dashboards and automations to scale excellence in a high-urgency restaurant tech

Qualifications

• 6–10 years in Customer Success/Experience or Support leadership, incl. regional managers.
• Experience with SMB in fast-moving operations; restaurant/food-tech preferred.
• Proven experience building customer health scoring systems and working with full client data.
• Experience partnering with Product to qualify features and shape releases.
• Strategic and hands-on—sets vision and executes.
• Data-driven; uses metrics to guide initiatives.
• Hands-on AI/dashboards — builds tools without heavy R&D support.
• Strong SQL skills; can run own queries.

Responsibilities

• Own team-level retention, health scores, and client experience across CS and support.
• Lead and develop the unified CX function and regional managers.
• Build the customer health scoring system and data view feeding it.
• Ensure seamless customer experience across product, support, and success.
• Define the voice of Sauce for customers.

Skills

Customer success leadership

CX strategy

Data-driven

SQL

AIOps / dashboards

Tools

SQL

Dashboards

Job description

Sauce is seeking a seasoned Director of Customer Experience to own the full client journey from onboarding to retention, reporting to the CEO and based in NYC with 3x+ in-person days. You will unify CS and Support into a single CX function, build regional teams, and serve as the voice of the customer in product development and sales.

You will drive a health-score ecosystem, partner with Product, and prototype dashboards and automations to scale excellence in a high-urgency restaurant tech