---
title: 'Vice President, Customer Success at Crunchtime'
canonical: 'https://feeny.ai/job/vice-president-customer-success-crunchtime-atlanta-bk6jsaqw1neg'
type: 'job'
last_seen: '2026-10-20'
---

# Vice President, Customer Success at Crunchtime

- **Company:** Crunchtime
- **Location:** Atlanta, GA / Boston, MA / Louisville, KY / United States
- **Work type:** remote
- **Posted:** 2026-07-08
- **Last confirmed live:** 2026-10-20
- **Apply:** https://www.crunchtime.com/open-positions?gh_jid=6103768004

## Job description

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](http://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

## What we’re looking for

- 10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations.
- 5+ years leading Customer Success leaders and managers.
- Proven experience building and scaling Customer Success organizations through periods of rapid growth.
- Demonstrated success improving retention, expansion, and customer satisfaction metrics.
- Strong operational background with experience implementing customer success methodologies, processes, and technology platforms.
- Experience creating customer segmentation models, coverage strategies, and customer lifecycle programs.
- Strong analytical and financial acumen with the ability to manage forecasts and performance metrics.
- Exceptional leadership, coaching, and talent development skills.
- Executive presence with the ability to build credibility internally and externally.
- Experience partnering closely with Sales on renewals, expansion, and revenue growth initiatives.
- Must be based within the Eastern Time Zone (EST/EDT).

Nice to haves

- Experience within the Restaurant Technology industry a plus
- Experience with OKRs and running strategic initiatives across the team is a plus

Compensation:

The annual base compensation range for this position is $190,000 - $225,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $228,000 - $270,000.

Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.

Accessibility Accommodation Statement

Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact recruiting@crunchtime.com.

## 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.

## About Crunchtime

## Company Overview
- **One-liner**: Crunchtime provides a unified, AI-powered operations management suite that helps multi-unit restaurant brands control costs, ensure consistency, and drive profitability across every location.
- **Entity Type**: Private
- **Headquarters**: Boston, Massachusetts, United States
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Restaurant Technology / Foodservice Operations Software
- **Target customers**: Multi-unit restaurant brands (B2B, Enterprise), including franchise and corporate-owned locations. Customers include Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys, Jersey Mike’s, P.F. Chang’s, Smoothie King, Wingstop, and Chili’s. [crunchtime.com](https://www.crunchtime.com/about-us)
- **Mission**: Empower restaurant brands to operate every location like their best location. [crunchtime.com](https://www.crunchtime.com/about-us)
- **Vision**: To be the way restaurant brands keep their operations profitable, their employees engaged, and their customers coming back. [crunchtime.com](https://www.crunchtime.com/about-us)

## Products & Services
Crunchtime offers a complete, AI-powered suite connecting the full operations management lifecycle:
- **[Inventory Management](https://www.crunchtime.com/)**: A comprehensive solution for automated sales forecasting and purchasing, faster inventory counting, recipe management, and reconciliation to control food costs and reduce waste. Reports a 7% reduction in food cost variance and a 2% savings on food costs.
- **[Labor & Scheduling](https://www.crunchtime.com/)**: Uses proprietary forecasting algorithms to automatically create schedules based on expected sales, ensuring optimal staffing levels. Enables managers to make mid-shift changes to reduce costs. Reports a 32% reduction in labor costs.
- **[Kitchen Management (KDS)](https://www.crunchtime.com/)**: A Kitchen Display System that manages demand, directs order flow, and keeps every station in sync to improve order accuracy and staff productivity. Reports an 8.75% decrease in inaccurate orders.
- **[Operations Execution](https://www.crunchtime.com/)**: Manages tasks, checklists, audits, and rollouts across all locations to ensure brand standards are met consistently. Includes a mobile learning and compliance platform with 100+ ready-to-launch restaurant courses.
- **[Operational Intelligence](https://www.crunchtime.com/)**: An analytics layer that turns raw operational data into clear insights, helping brands cut costs, optimize labor, maintain compliance, and run consistently.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total Funding is not publicly available. The company is privately held.
- **Scale**: Trusted by 850+ restaurant brands across 150,000+ locations in 100+ countries. [crunchtime.com](https://www.crunchtime.com/)
- **Notable Customers**: Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys, Jersey Mike’s, P.F. Chang’s, Smoothie King, Wingstop, and Chili’s. [crunchtime.com](https://www.crunchtime.com/about-us)
- **Growth Signals**: The company has over 400 employees and is actively hiring (26 active job postings as of the search date), with a monthly employee growth rate of +10.7%. [linkedin.com](https://www.linkedin.com/company/crunchtime-restaurant-ops)

## Competitive Advantages
- **Purpose-built for Restaurants**: The platform is designed from the ground up for the unique needs of the foodservice industry, not adapted from other verticals. [crunchtime.com](https://www.crunchtime.com/about-us)
- **Breadth and Depth of Platform**: It is the industry’s only complete, AI-powered suite that connects inventory, labor, kitchen, and operations execution in one place, solving the challenge of managing multiple tech vendors. [crunchtime.com](https://www.crunchtime.com/about-us)
- **Single Source of Truth**: Provides accurate, up-to-date data in a centralized location that both store-level and above-store users can trust for strategic decisions. [crunchtime.com](https://www.crunchtime.com/about-us)
- **Proven Enterprise Support**: Dedicated teams for every stage of the customer journey with deep experience supporting large enterprise restaurant chains. [crunchtime.com](https://www.crunchtime.com/about-us)

## Strategic Focus
- **Deepening AI Integration**: Continuing to build AI-powered features across forecasting, scheduling, and inventory management to drive efficiency and profitability for customers.
- **Platform Unification**: Expanding the breadth of the platform to serve as the single operating system for restaurant operations, simplifying the tech stack for clients.
- **Global Expansion**: Supporting a growing global customer base across 100+ countries with a remote-first workforce spanning three continents.
- **Product Innovation**: Developing new capabilities in kitchen management, learning, and compliance to address the full lifecycle of restaurant operations.

## Why Work Here
- **Culture & Values**: Core values include "Succeed together," "Extend a hand," "Make an impact," and "Connect." The company emphasizes a "One Team" mentality. [crunchtime.com](https://www.crunchtime.com/culture)
- **Remote-First Policy**: Crunchtime is a remote-first employer with 500+ employees across three continents. Offices are located in Atlanta, Boston, Louisville, Nashua, Guadalajara, Watford, London, and Melbourne for those who prefer a hybrid schedule. [crunchtime.com](https://www.crunchtime.com/careers)
- **Employee Benefits**: Comprehensive medical, vision, and dental coverage; company-paid parental leave; life and disability insurance; flexible vacation days; fitness reimbursements; retirement contribution matching; and an annual learning and development stipend. [crunchtime.com](https://www.crunchtime.com/careers)
- **Growth & Learning**: The company is actively growing (400+ employees and hiring) with a strong focus on continuous learning and development. Many employees come from the restaurant industry, fostering deep customer empathy. [crunchtime.com](https://www.crunchtime.com/careers)
- **Impact**: Employees get to see the direct impact of their work on major brands they visit as consumers. The company's mission is to help restaurants operate every location like their best one. [crunchtime.com](https://www.crunchtime.com/careers)

## Sources
1. [Crunchtime Website](https://www.crunchtime.com/)
2. [Crunchtime Careers Page](https://www.crunchtime.com/careers)
3. [Crunchtime Culture Page](https://www.crunchtime.com/culture)
4. [Crunchtime About Us Page](https://www.crunchtime.com/about-us)
5. [Crunchtime LinkedIn Profile](https://www.linkedin.com/company/crunchtime-restaurant-ops)

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- [Associate Solutions Engineer](https://feeny.ai/job/associate-solutions-engineer-crunchtime-atlanta-1m40ansqsvpz) — Atlanta, GA / Boston, MA / United States
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