Head of Customer Experience & Success

Salt; Miami (FL); On-site; USD 180,000 - 240,000; Full time

Job summary

Salt, a restaurant technology company, is seeking a Director of Customer Experience to lead post-sales, overseeing Customer Success and Support, and to partner with Product and Sales to drive customer retention and long-term growth.

Reporting directly to the CEO, you will build scalable CX processes, use data and AI to optimize the customer journey, and scale the organization to SMB customers. This role requires hands-on leadership and a proven track record in fast-paced environments.

Qualifications

• Leadership experience in Customer Success, Customer Experience, or Customer Support.
• Proven success building and scaling high-performing customer organizations.
• Strong operational and analytical mindset with experience using data to drive decisions.
• Hands-on experience with AI, automation, dashboards, and SQL.
• Background in fast-paced environments serving SMB customers. Experience in restaurant technology, food delivery, hospitality, or similar industries.

Responsibilities

• Lead and develop Customer Success and Support teams.
• Drive customer retention, satisfaction, and overall customer health.
• Build scalable processes, reporting, and operational improvements.
• Partner cross-functionally with Product and Sales to improve the customer journey.
• Leverage data, automation, AI, and SQL to increase efficiency and support business growth.

Skills

Leadership

Customer Success

Data-driven decisions

Analytical mindset

AI familiarity

Automation

Dashboards

SQL

Tools

SQL

Job description

Salt, a restaurant technology company, is seeking a Director of Customer Experience to lead post-sales, overseeing Customer Success and Support, and to partner with Product and Sales to drive customer retention and long-term growth.

Reporting directly to the CEO, you will build scalable CX processes, use data and AI to optimize the customer journey, and scale the organization to SMB customers. This role requires hands-on leadership and a proven track record in fast-paced environments.