# Director, Customer Success (West)

**Company:** [Botrista](http://jobs.workable.com/companies/xg4CL1NDJTtgVLAFyVDPsn.md)
**Location:** San Francisco, United States
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Customer Success

[Apply for this job](http://jobs.workable.com/view/1fdc34e9-66e2-4615-bfdf-9cbefa7ee73b)

## Description

### Position Summary

Botrista is seeking a visionary and growth-oriented Director, Customer Success (West) to spearhead our regional account strategy and cross-functional execution on the West Coast. In this leadership role, you will design and execute the overarching strategic roadmap for regional accounts, driving long-term customer retention, expansion, and operational excellence.

You will lead, scale, and inspire a high-performing regional team of Account Managers, while serving as a key strategic partner to the executive team. By bridging the gap between high-level business strategy and field execution, you will champion the voice of the operator, orchestrate complex cross-functional initiatives, and establish Botrista as an indispensable partner to major restaurant and foodservice brands across the region.

### Key Responsibilities

-   Strategic Leadership & Vision: Define and execute the West Coast regional customer success strategy, aligning team objectives with Botrista’s macro-level growth, location retention, and expansion goals.
-   Cross-Functional Orchestration: Act as the primary regional liaison between Sales, Product, Operations, and Supply Chain to ensure seamless menu deployments, strategic product rollouts, and unified corporate initiatives.
-   High-Stakes Relationship Management: Build and maintain deep strategic relationships with key account stakeholders, positioning Botrista as a critical driver of their business profitability.
-   Team Scaling & Mentorship: Lead, develop, and scale an elite team of 5-10 regional success professionals. Foster a culture of accountability, continuous learning, and strategic thinking to build a robust leadership pipeline.
-   Operational Excellence & Profitability: Oversee regional business reviews and program health metrics. Drive regional standards for program success.
-   Advanced Escalation & Problem Solving: Serve as the ultimate authority for high-impact regional challenges, designing systemic, scalable solutions that prevent future friction and optimize standard operating procedures.

## Requirements

### Key Skills & Attributes

-   Executive Presence & Communication: Exceptional ability to distill complex operational data into compelling, high-level business reviews and strategic presentations for internal executives and client stakeholders.
-   Strategic Systems Thinker: Adept at looking beyond individual account crises to design scalable, repeatable frameworks that improve the customer experience across the entire region.
-   Cross-Functional Influencer: Proven ability to collaborate with and influence cross-functional peers (Product, Sales, Logistics) to align priorities and eliminate operational barriers for clients.
-   Data-Driven Strategist: Highly analytical mindset with the ability to leverage data (e.g., usage metrics, financial health, performance KPIs) to drive proactive account expansion and retention strategies.

### Minimum Qualifications

-   Education: Four-year college degree required 
-   Experience: 8+ years of experience in customer success, account management, or commercial leadership within the food-service, hospitality, or restaurant technology (FoodTech/SaaS) industries.
-   Leadership Track Record: 3+ years of experience successfully leading and developing managers or high-performing account teams in a remote, multi-market environment.
-   Scale & Adaptability: Proven track record of driving strategy and project execution within fast-changing, high-growth, or venture-backed environments.
-   Technical Proficiency: Deep familiarity with enterprise business systems and collaboration ecosystems (e.g., Salesforce, PowerBI, ClickUp, Slack).
-   Location: San Francisco Bay Area or Los Angeles. In San Francisco, there is a hybrid in-office expectation. 
-   Travel: Willingness to travel regionally (25–50%) to engage with key enterprise clients, orchestrate high-profile launches, and align with regional team members.

## Benefits

### Benefits and Compensation 

Benefits: 

-   Fully company-paid Medical and 99% company-paid Dental and Vision Insurance
-   15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K

Compensation: Base Salary: ~$160K

Note: The starting salary is commensurate with experience and qualifications.