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TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scale.
This is not a traditional CS Ops role. You’ll own the systems, data, and AI that power how we onboard, support, retain, and grow our customers and evolve it into a more intelligent, automated operating model, turning workflows into scalable systems and insight into action.
Location: Toronto (Hybrid — 2 days/week in office)
Design and evolve workflows across onboarding, billing ops, support, and retention
Own and unify our CS tech stack (Salesforce, support tools, WFM, analytics)
Improve how frontline teams operate — faster, simpler, more effective
Own the Customer Success data ecosystem and reporting strategy
Ensure clean, reliable data across systems
Move reporting beyond dashboards into actionable insights that drive retention and performance
Lead the evolution of AI across Customer Success (agent assist, automation, self-service)
Ensure AI is embedded into real workflows and driving measurable impact
Shift operations from reactive to proactive
Lead CS systems, data, and AI initiatives
Partner cross-functionally with Product and Engineering
Define priorities and drive execution against the highest-impact opportunities
10+ years in Customer Success Operations, RevOps, or Systems leadership
Deep experience owning end-to-end CS technology ecosystems
Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred)
Proven ability to design systems aligned to real operational workflows
Experience working with data, analytics, and reporting ecosystems
AI/automation in business operations (practical application > theory)
Strong business acumen — understands how CS drives retention and revenue
Ability to prioritize for impact and cut through complexity
Comfortable in a hybrid work schedule.
Systems are connected, scalable, and trusted by teams
Data drives clear, confident decisions
AI is embedded into daily workflows
Customer Success operates proactively, not reactively
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
Salary Range
$180,000—$200,000 CAD
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
Generous Time Off Program
Health, Dental, and Vision Benefits
Flexible Health and Wellness Plan
Parental Leave & top up
Employee Assistance Program
Professional Development
Volunteer Program
Monthly Lunches
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
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TouchBistro is a Toronto-based provider of an all-in-one restaurant management and point-of-sale (POS) platform. Its iPad-based software offers payments, reservations, online ordering, loyalty, and marketing tools, primarily serving small and mid-sized restaurants in North America.
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