Director of Customer Experience

About the role

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 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
• 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.
• 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.
• 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.
• 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.
• 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
• 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.

Benefits

• Vision
• Commission