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About the Role

We're looking for a seasoned Senior Director of Customer Experience to own the full client experience end-to-end, from product quality through support and retention. This leadership role reports directly to the CEO and is based in our NYC office, requiring 3+ days per week in-person. You will unify Customer Success and Support into a single CX function, build and manage regional teams, and act as the voice of the client within product development. This role is both strategic and tactical, involving setting the vision and building the necessary tools. Success means creating an exceptional client experience that drives retention, improves health scores, and enhances product quality, making Sauce an indispensable platform for restaurants.

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 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 and evaluate product decisions.
Build your own dashboards, systems, and automations for the CX function without relying on R&D resources.
Prototype, deploy, and iterate CX tools yourself.
Partner closely with Sales 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.

Requirements

8–12 years in Customer Success, Customer Experience, or Support leadership.
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 experience strongly preferred.
SaaS-only backgrounds without operational intensity are not a fit.
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 capabilities—sets vision and executes hands-on.
Data-driven approach—every initiative measured and guided by numbers.
Self-sufficient builder—builds 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.
Strong SQL skills—able to write and run own queries.
Track record of scaling a customer function's output without scaling headcount linearly.
Experience managing regional managers or a multi-region structure is ideal.
Background at a startup with genuine operational intensity is ideal.
Deep familiarity with the food delivery product landscape is ideal.

Skills

Customer Success
Customer Experience
Customer Support
Team Leadership
People Management
Regional Management
Customer Health Scoring
Client Data Analysis
Product Development Partnership
Feature Qualification
Release Planning
Product Evaluation
Dashboard Creation
System Automation
Sales Collaboration
Cross-Functional Collaboration
Urgency
Ownership
Outcome-Driven Problem-Solving
AI Building
SQL

Location

Work Type

3x+/week in-person
Hybrid

Experience Level

Senior Director
8-12 years experience
4-6 years management experience

Benefits

Strong & Competitive Compensation Package, Including Equity
Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
Paid Parental Leave
Flexible Work Environment
Responsible Paid Time Off Policy

About the Company

Sauce is a restaurant technology platform helping local businesses grow through commission-free delivery and pickup, powered by our proprietary delivery optimization technology.
We serve a $105B+ U.S. local restaurant market and help restaurants own their digital and delivery operations end-to-end.
We’re a team that acts fast, stays close to the details, communicates with optimism, and supports one another relentlessly.
We care deeply about delivering value for customers, improving a little bit every day, and using data and insight—not guesswork—to guide decisions.
When challenges come up (and they do), we solve them together.