Job description

About us: Restaurants are the heart of our communities - where we go to celebrate life’s memorable moments with those we love, and find comfort and familiarity in the world. But while the digital and data revolutions have transformed other parts of commerce and hospitality, restaurants haven’t had the same opportunity. The result has been an industry that’s - on average - had their profit margins shrink by 5x over the past 20 years. Bikky was founded on the belief that restaurants deserve the same access to data as the largest, most sophisticated businesses in the world. We believe that data can fundamentally transform the economic model of the entire restaurant industry - producing better businesses, more jobs, and stronger communities. Bikky is based in New York City and has raised over $26 million in funding to date, most recently with a Series B in 2026. We’re proud to serve thousands of restaurant locations across the U.S., including major brands like Bojangles, Dave’s Hot Chicken, and Long John Silver’s. Vice President of Customer Success We are hiring our first external leader to take full ownership of our Customer Success organization. Reporting to our Co-founder and CTO, you will be handed a highly capable team of CSMs who work tirelessly to educate, support and retain our customer base. At Bikky, Customer Success is central to our model; how clients use and leverage Bikky for making important business decisions is largely shaped by our CSM team. In turn, you'll own the outcomes that matter most: customers realizing deep value, relationships that are durable, and growing a function that operates with rigor and judgment. In addition, you’ll be a conduit across the organization as it relates to our customer base, finding and unlocking aspects of account management, value expansion and a commercial motion that is largely unbuilt. This hire will have a tremendous impact on our company and be an important part of our growth story. We’re a business with momentum, product market fit and this role will be instrumental in how we get to the next chapter. This role offers the chance to work with veteran operators, partner with some of the best-known brands in the restaurant industry, and grow a business with real customers, real value, and a strong economic foundation. Other Responsibilities Include: • Own Customer Success end to end. Full accountability for the function, its strategy, process, team and outcomes. • Drive retention and renewals. Take existing renewal and onboarding motions from good to exceptional, and own churn against a discretionary, high-value product. • Lead and grow the team. Manage, coach, and develop five CSMs and a team lead, raising the bar on performance, growth and capability. • Ensure customers realize deep value. Guide sophisticated brands to actually use their data to make consequential business decisions, translating a complex product into terms non-technical operators understand. • Build the commercial motion. Develop value expansion and upsell muscle over time as new modules and offerings come online. • Partner cross-functionally with the founders. Work closely across product, sales, and leadership to set standard practices (QBRs, account management, value management) that don't yet exist. About you • 10+ years of experience in a top performing Customer Success organization • Proven experience being hands-on within a high growth environment, overseeing a productive and happy team • Exceptional communication and interpersonal skills • Strong strategic thinking and intellectual rigor • Demonstrated ability to navigate complex commercial relationships • Recent experience being hands-on across the full spectrum of Customer Success . Perks and Benefits • Generous equity compensation. • Top tier (for stage) healthcare, including medical, vision, and dental with 100% employer coverage. • Ability to participate in a 401k. • Bikky offers a hybrid working environment. For candidates in New York City, we have an office where the team works 3-4 days per week. • Flexible vacation policy.

Requirements

Must-haves

Own Customer Success end to end. Full accountability for the function, its strategy, process, team and outcomes.
Drive retention and renewals. Take existing renewal and onboarding motions from good to exceptional, and own churn against a discretionary, high-value product.
Lead and grow the team. Manage, coach, and develop five CSMs and a team lead, raising the bar on performance, growth and capability.
Ensure customers realize deep value. Guide sophisticated brands to actually use their data to make consequential business decisions, translating a complex product into terms non-technical operators understand.
Build the commercial motion. Develop value expansion and upsell muscle over time as new modules and offerings come online.
Partner cross-functionally with the founders. Work closely across product, sales, and leadership to set standard practices (QBRs, account management, value management) that don't yet exist.
10+ years of experience in a top performing Customer Success organization
Proven experience being hands-on within a high growth environment, overseeing a productive and happy team
Exceptional communication and interpersonal skills
Strong strategic thinking and intellectual rigor
Demonstrated ability to navigate complex commercial relationships
Recent experience being hands-on across the full spectrum of Customer Success .

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: gem
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k