Job Post

Director, Customer Success
10 Dorrance St
Providence, RI 02903
===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.
Upserve is headquartered in Providence with additional offices in San Francisco and New York City.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - - or by following us on Twitter and Instagram (@InsideUpserve).
===== About the Role =====
The Director of Customer Success reports directly into Upserve's Chief Revenue Officer, Paul Goetz.  They work hand in hand with other key executives organizationally - including the SVP Channel Partnerships & Alliance Sales, VP Product, VP Support, and Director Implementation - with a primary focus of retaining our revenue by maximizing the engagement of our customers.
For a highly motivated professional looking to take their career to the next level, this role provides an excellent opportunity to work on transformative projects. As we grow our customer base, and expand our platform to include additional products, the Director Customer Success will hold responsibility for incorporating those findings into our organization's workflows and team structure. If you thrive as a motivating director, but also have an analytical mindset - we would love to have you on the team.
Day to day, this means:
- Understanding motivating features for customer retention, and driving adoption of those features.
- Hiring and developing high aptitude individuals, with a sales- and service-oriented mindset.
- Driving adoption of tools that allow for scalable customer touchpoints, such as Totango.
- Effectively advocating for our customers through the use of tools such as
- Collaborating with product marketing on positioning and messaging that resonates with our customers.
- Forecast revenue retention based on risk assessments.
- Generate additional revenue for the revenue through referrals and upsell/cross-sell/expansion.



===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - ourMise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity PartnersFirst Round, and Pritzker.
But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"
Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project IncludeGirls Who CodeProvidence IntraCity Geeks, #HackPVDCode.orgPVD Lady Project, and Rosie's Girls to name a few.


Category: Client Services

See What It's Like To Work Here

Upserve is the magic ingredient that helps restaurateurs thrive, putting everything they need in one place. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, Breadcrumb POS by Upserve; actionable analytics through Upserve HQ; transparent processing with Upserve Payments; mobile restaurant management with Upserve Live, and seamless integration with leading third-party restaurant apps via the Upserve Marketplace. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, process over $11 billion in annual sales, and serve over 23 million meals per month. 

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