Director of Customer Experience

Sauce, Inc.

New York (NY)

On-site

USD 180,000 - 260,000

Full time

14 days+

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Benefits offered by this job

Equity

Health insurance

Paid parental leave

Flexible work environment

Paid time off

Job summary

Sauce, Inc. is seeking a seasoned Director of Customer Experience to own the full client journey—from onboarding through support and retention—working with Product and Sales to shape what we build and how we sell it.

Based in NYC, this role reports to the CEO and requires 3+ days per week in person. You will unify CS and Support into a single CX function, build regional teams, and establish a health-score driven retention engine.

Qualifications

6–10 years in Customer Success, Customer Experience, or Support leadership, with 4–6 years leading teams including regional managers.
Experience with SMB customers in a high-pressure, fast-moving operational environment; restaurant/food tech preferred.
Proven experience building customer health scoring systems and working with full client data sets.
Direct experience partnering with Product — qualifying features and shaping releases.
Strategic and tactical in equal measure — sets vision and executes hands-on.
Data-driven — every initiative measured and guided by numbers.
Hands-on AI builder — built and shipped automations.
Strong SQL skills — you write and run your own queries.
Track record of scaling a customer function's output without linear headcount growth.

Responsibilities

Own team-level retention, health scores, and overall client experience across CS and support teams.
Lead and develop the unified CX function as the primary people manager — including regional managers.
Build the customer health scoring system and the full view of client data that feeds it.
Ensure every customer's experience — product, support, and success — feels seamless and consistent.
Define the voice of Sauce for the customers and their customers.
Personally engage on high-stakes accounts, escalations, and after-hours moments.
Build regional playbooks and manage the regional structure as we expand into new markets.
Collaborate with Product to qualify features and integrate client feedback into roadmaps.

Skills

Leadership

Strategic thinking

Data-driven decision making

Cross-functional collaboration

Communication

Education

Bachelor's degree in business or related field

Tools

SQL

Tableau

Job description

About Us

Sauce is a restaurant technology platform helping local businesses grow through commission-free delivery and pickup, powered by our proprietary delivery optimization technology. We serve a $105B+ U.S. local restaurant market and help restaurants own their digital and delivery operations end-to-end.

We’re a team that acts fast, stays close to the details, communicates with optimism, and supports one another relentlessly. We care deeply about delivering value for customers, improving a little bit every day, and using data and insight—not guesswork—to guide decisions. When challenges come up (and they do), we solve them together.

The Opportunity

We're looking for a seasoned Director of Customer Experience — an experienced operator who owns the full client experience end-to-end, from product quality through support and retention, and who works hand-in-hand with Product and Sales to shape what we build and how we sell it.

This is a leadership role reporting directly to the CEO, based in our NYC office (3x+/week in-person). You'll unify Customer Success and Support into a single CX function, build and manage regional teams and their managers, and act as the voice of the client inside product development. This is a strategic and tactical role in equal measure — you set the vision, and you're also in the weeds building the tools that make it real. You'll oversee the entire customer experience journey from onboarding to success and support departments.

Success means a client experience so strong that retention, health scores, and product quality all move together — and Sauce becomes the obvious platform restaurants can't imagine running without.

What You’ll Own

Team & Customer Outcomes

Own team-level retention, health scores, and overall client experience across CS and support teams.
Lead and develop the unified CX function as the primary people manager — including directly managing regional managers.
Build the customer health scoring system and the full view of client data that feeds it.
Ensure every customer's experience — product, support, and success — feels seamless and consistent.
Define the voice of Sauce for the customers and their customers

Build + Do (Strategic + Tactical)

Personally engage on high-stakes accounts, escalations, and after-hours crisis moments when senior presence is needed.
Build regional playbooks and manage the regional structure as we expand into new markets.
Model urgency, ownership, and outcome-driven problem-solving in a high-pressure environment.

Product Partnership

Work directly alongside Product (partnering closely with our Product Lead) to qualify features before they reach clients.
Bring the full picture of client data and feedback into product planning and release cycles.
Deeply understand our product in the food delivery domain — you're not just relaying feedback, you're evaluating product decisions yourself.

AI & Automation (Hands-On)

Build your own dashboards, systems, and automations — a true "ops co-pilot" for the function — without relying on R&D resources.
Prototype, deploy, and iterate yourself.

Cross-Functional Collaboration

Partner closely with Sales (with our Sales Lead) to align client expectations from the first sales conversation through the full customer lifecycle.
Partner with Product on qualification, feedback loops, and release readiness.
Keep communication open across functions so teams move in sync, even under pressure.

What Success Looks Like

First 90 Days

Develop a full picture of the current CX landscape — CS, Support, health scores, and client data.
Build strong working relationships with Product and Sales leadership.
Ship at least one self-built dashboard or automation that gives the org better visibility into client health.

First Year

Build out a strong regional management structure with clear ownership and accountability.
Establish a health-score-driven retention engine that ties client data directly to product and sales decisions.
Become the trusted internal voice of the client — shaping what gets built and how it's sold.
Prove the CX function as a strategic driver of growth, not just a service function.

What You Bring

Must-Have

6–10 years in Customer Success, Customer Experience, or Support leadership, with 4–6 years leading teams including regional or other managers.
Experience with SMB customers in a high-pressure, fast-moving operational environment — restaurant, food delivery, or food tech strongly preferred; other high-pressure industries acceptable. SaaS-only backgrounds without operational intensity are not a fit for this role.
Proven experience building customer health scoring systems and working with full client data sets.
Direct experience partnering with Product — qualifying features, shaping releases, understanding a product deeply enough to evaluate it.
Strategic and tactical in equal measure — sets vision and executes hands‑on.
Data-driven — every initiative measured and guided by numbers.
Self-sufficient builder — builds your own dashboards, automations, and regional playbooks without relying on engineering resources.
Genuine comfort with after-hours, high-stakes operational demands.
Hands‑on AI builder — personally built and shipped automations, not just sponsored them.
Strong SQL skills — you write and run your own queries.
Track record of scaling a customer function's output without scaling headcount linearly - you solve for leverage, not just more people

Ideal

Experience managing regional managers or a multi-region structure.
Background at a startup with genuine operational intensity — think Toast, or similar fast‑paced restaurant/food‑tech operators.
Deep familiarity with the food delivery product landscape.

Why Sauce

You’ll shape not just how we support clients, but what we build for them and how we sell to them — a rare cross‑functional mandate with direct CEO access.

If you want to own the entire client experience, build your own tools, and thrive in a high‑urgency environment where process and speed both matter, this role will feel energizing.

What We Offer