# Senior Director

**Company:** [inKind](https://hotfix.jobs/companies/inkind)
**Location:** Austin, TX
**Role:** Customer Success
**Salary:** $170k – $195k/yr
**Experience:** 10+ years
**Skills:** Salesforce, customer success platforms, operational excellence, Process Improvement, systems implementation, KPIs, partner success, enablement programs
**Posted:** 2026-07-02

> Lead the end-to-end partner success strategy for restaurant and hospitality partners at inKind, owning onboarding, operations, enablement, adoption, retention, and cross-functional initiatives to scale support for thousands of partners while driving product utilization and business growth.

## Job Description

## What You'll Own

### Partner Success Strategy
- Define and execute the long-term vision for partner success across onboarding, adoption, engagement, retention, and expansion.
- Develop scalable frameworks that drive measurable partner outcomes and business impact.
- Establish a partner-centric operating model that supports rapid company growth while maintaining service excellence.
- Serve as executive sponsor for key strategic partner relationships.

### Partner Operations & Service Delivery
- Own the operational infrastructure supporting partner onboarding, support, requests, escalations, and lifecycle management.
- Establish operational standards, governance models, service-level objectives, and performance frameworks.
- Drive operational efficiency through automation, systems optimization, and process redesign.
- Lead operational transformation initiatives across the organization.

### Enablement & Education
- Build and lead a best-in-class Partner Enablement organization.
- Create scalable education, certification, onboarding, and adoption programs.
- Develop partner-facing learning ecosystems including digital training, playbooks, knowledge centers, and ongoing communications.
- Ensure partners have the resources and capabilities necessary to maximize value from the inKind platform.

### Cross-Functional Leadership
- Partner closely with Product and Engineering to ensure partner feedback directly influences product strategy and roadmap decisions.
- Collaborate with Revenue leadership to optimize partner onboarding and long-term retention strategies.
- Work with Marketing to strengthen partner communications, engagement programs, and brand advocacy initiatives.
- Align Finance, Operations, and Systems teams around scalable partner growth initiatives.

### Leadership
- Build, mentor, and lead high-performing teams across Partner Success, Operations, Enablement, and related functions.
- Establish organizational structure, workforce planning, and succession planning.
- Develop future leaders while fostering a culture of accountability, innovation, and continuous improvement.
- Represent partner success initiatives with senior leadership and contribute to strategic business planning.

## Success Metrics
- Partner onboarding efficiency and time-to-value
- Partner satisfaction and experience metrics
- Partner retention and engagement
- Product adoption and utilization
- Request resolution and operational effectiveness
- Enablement participation and effectiveness
- Operational scalability and automation
- Team performance and organizational health

## Required Qualifications
- 10+ years of leadership experience in Partner Success, Customer Success, Operations, Enablement, or related functions.
- 3+ years leading managers and cross-functional teams in a high-growth environment.
- Proven success scaling post-sales organizations.
- Experience building operational infrastructure and enablement programs from the ground up.
- Strong executive presence with demonstrated ability to influence senior stakeholders and cross-functional leaders.
- Deep expertise in operational excellence, service delivery, and organizational scaling.
- Experience leading process improvement and systems implementation initiatives.
- Strong analytical capabilities with experience leveraging KPIs to drive decision-making.

## Preferred Qualifications
- Experience in fintech, SaaS, marketplace, hospitality, restaurant technology, or payments industries.
- Experience supporting multi-sided marketplace businesses.
- Familiarity with Salesforce and modern customer success platforms.
- Experience leading organizations through rapid growth and operational scale.
- MBA or equivalent business leadership experience.

## Benefits
- Unlimited PTO
- 9 Paid Company Holidays
- 100% Company-Paid Medical and Dental Coverage for Employees
- Vision Coverage Available
- Company-Paid Short-Term Disability
- Child Care Benefits
- Generous Parental Leave
- Professional Development Opportunities
- Daily Catered Lunches and Snacks
- Dining Credit within the inKind Network

## Compensation
Base Salary: $170,000 – $195,000 DOE

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