Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.
About the role:
The primary role of the Chief Customer Officer (CCO) is to define and execute a customer strategy across Professional Services, Customer Support, and Customer Success to ensure a seamless and exceptional customer experience. CCO sits on and works with the Executive Leadership Team to serve as the voice of the customer, ensuring that customer insights and feedback influence company strategy, execution, and product development. The CCO will focus on building strong, long-lasting relationships, driving customer loyalty, renewal, and retention, and therefore maximizing customer lifetime value.
What you'll do as a Chief Customer Officer:
- Define and execute a customer strategy across Professional Services, Customer Support, and Customer Success to ensure a seamless and exceptional customer experience
- Ability to identify process gaps and revise as needed to meet current and future customer needs while focusing on strategic trade-offs
- Build a culture of customer obsession throughout the organization, empowering teams to prioritize customer needs
- Oversee and optimize Professional Services to ensure effective and efficient project delivery, implementation, and customer training and onboarding
- Lead a world-class Customer Support team to deliver timely resolution of customer issues while implementing scalable support processes
- Oversee Customer Success initiatives to foster product adoption, prevent churn, capture price increases, execute on-time renewals, and deliver expansion opportunities across the customer base
- Develop and implement key performance metrics to track customer satisfaction, retention, and growth
- Ensure the customer organization focuses on retaining even small customers through process efficiency and targeted customer retention initiatives
- Leverage analytics to identify trends, improve service delivery, and enhance the customer journey
- Build and lead an efficient, high-performing, collaborative, and empowered customer organization
- Mentor and develop leaders within Professional Services, Customer Support, and Customer Success to achieve operational and strategic goals
- Ensure consistency and scalability of customer strategies across diverse international markets
- Adapt and innovate approaches to address regional customer needs and cultural differences
What we're looking for:
- Proven track record as a senior executive leading customer-focused functions in a high-growth, global software or technology company (10+ years with teams of 30+ employees)
- Passionate about understanding and delivering value to customers
- Inspirational leader with the ability to motivate and align cross-functional teams
- Adept at navigating complex challenges and delivering solutions that balance customer and business needs
- Comfortable operating in a multicultural, global business environment
- Proven experience driving customer success at scale with measurable results (revenue growth, churn reduction, etc..)
- Demonstrable experience with strategic thinking, operational execution, and a data-driven mindset
- Exceptional communication and relationship-building skills with both internal teams and external customers
- Strong analytical skills that enable leveraging data for decision making and continuous improvement
- Strong understanding of development technology as well as integration technology
Nice to haves:
- Restaurant software experience, bonus points for Crunchtime expertise
- Growing/scaling organizations
- Customer success background
What you'll get:
- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Flexible PTO
- Paid company holidays
- Yearly team off-sites
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Wellness benefits
- Commuter benefits
- Work in an open environment on solutions that are reshaping the way businesses operate
- Fun team events
- Ability to have a big impact
- 10 weeks of paid parental leave
- Fitness reimbursement
- Learning & development funds
Equal Employment Opportunity Statement
At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.Join us in our mission to provide the best software solutions to the food industry.
We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.
