Vice President of Customer Success

Bikky is hiring a Vice President of Customer Success in New York, United States. Level rates it ; you can apply on Bikky.

Level's read on this job

Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
Level classifies it as an executive role.
Level lists 5 other open roles at Bikky.

AI in this role

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.

How we rate this

Vice President of Customer Success at Bikky rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.