Crunchtime helps multi-unit restaurants operate every location like their best one. Trusted by 850+ brands across 150,000+ locations worldwide, Crunchtime connects the full operations management lifecycle across inventory management, labor and scheduling, kitchen management, and operations execution, in the industry’s only complete, AI-powered suite. Top operators, including Jersey Mike’s, Five Guys, Smoothie King, Wingstop, and Chili’s, rely on Crunchtime to achieve profitability and deliver great guest experiences every day in every store. To learn more, visit Crunchtime.com.

About the role

We are seeking an experienced and strategic Vice President of Customer Success to lead, scale, and evolve our Customer Success organization. This executive leader will be responsible for driving customer retention, maximizing customer value, identifying growth opportunities, and building a world-class Customer Success function that supports our next stage of growth.

The ideal candidate has successfully built and scaled Customer Success organizations in high-growth SaaS environments, implemented repeatable processes and operating rhythms, developed high-performing teams, and delivered measurable improvements in retention, expansion, and customer outcomes.

Reporting to the Chief Customer Officer, the VP of Customer Success will lead a team responsible for customer adoption, value realization, renewals, customer health, risk mitigation, and expansion identification across our customer base.

What you’ll do as a VP of Customer Success

Build and Scale the Customer Success Function

Design and execute a scalable Customer Success strategy aligned to company growth objectives.
Develop and implement customer lifecycle programs, engagement models, segmentation strategies, and success motions.
Establish repeatable processes, playbooks, and operating procedures that drive consistency and efficiency across the organization.
Create a data-driven culture with clear KPIs, accountability, and performance management.
Leverage technology, automation, and AI to improve customer engagement and team productivity.

Drive Retention and Revenue Growth

Own gross retention and net revenue retention performance.
Build proactive customer health and risk identification programs that reduce churn and improve customer outcomes.
Partner closely with Sales and Account Management teams to identify, qualify, and accelerate upsell and cross-sell opportunities.
Develop executive engagement strategies that strengthen customer relationships and increase renewal confidence.
Create forecasting rigor around renewals, risk, and expansion opportunities.

Elevate Team Performance

Recruit, develop, and retain top Customer Success talent.
Raise the caliber of the organization through coaching, performance management, and leadership development.
Establish career paths, competency frameworks, and ongoing training programs.
Build a culture of accountability, customer advocacy, operational excellence, and continuous improvement, ideally through OKR and Strategic Initiatives.
Ensure the team is equipped to support both current customer needs and future company growth.

Build Cross-Functional Alignment

Serve as the voice of the customer across the organization.
Partner closely with Product, Professional Services, Support, Marketing, and Sales leadership to improve customer outcomes.
Develop mechanisms to communicate customer feedback, product gaps, and market opportunities.
Drive alignment around customer journey improvements and customer experience initiatives.

What Success Looks Like

Improved Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Increased renewal predictability and forecast accuracy
Stronger customer health and proactive risk management
Higher customer adoption and value realization
Increased expansion pipeline and conversion rates
A scalable Customer Success operating model capable of supporting significant company growth
A highly engaged, high-performing Customer Success team with strong leadership bench strength