Crunchtime

Role Description 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 Qualifications - 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.

Role Description As a Customer Support Specialist on the Cruise team, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one. What you’ll do as a Customer Support Specialist - Help customers solve problems in the CrunchTime platform and keep them updated on ticket progress. - Use internal tools to troubleshoot customer-reported tickets. - Translate technical details from our development teams into non-technical language that our customers can understand. - Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that the data displayed is accurate. - Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting. - Accept requests for Technical Resource assistance from the Customer Support Analysts on your team. - Work side-by-side with the development teams of our Cruise and Xchange product teams to research and resolve customer-reported issues. - Empathize with the customer’s situation and take pride in finding them a resolution on tickets submitted. Qualifications - 3-5 years of remote application support experience. - 2-4 years of customer-facing experience in any industry, but the hospitality industry is preferred. - Excellent interpersonal and communication skills (written and verbal). - Bachelor’s degree in Computer Science, Information Technology, or a similar field. - Advanced SQL knowledge with the ability to write and execute multi-table queries to locate missing keys, duplicate records, or diagnose sync issues between databases. - Ability to read and analyze code (e.g., to understand application logic, trace errors in system logs, or review scripts) to assist in deep-dive troubleshooting. - Intermediate understanding of database replication concepts and offline-capable/distributed environments. - Prior experience troubleshooting e-commerce platforms, vendor portals, or EDI failures. - Able to work in a fast-paced environment with multiple competing priorities. - Ability to prioritize tasks independently based on an understanding of the business impact for the customer. Requirements - Experience working with a distributed/remote team across multiple time zones. - Familiarity with database schema comparisons. - Experience with Jira, Confluence, and Zendesk. - Familiarity with SFTP troubleshooting (file transfers, connection failures, and credential management). - An understanding of REST APIs and XML, including the ability to troubleshoot. - Able to troubleshoot networking and communication protocols. - Experience supporting cruise line operations, inventory management, or enterprise procurement verticals. Benefits - Great mission-driven team members from diverse backgrounds with a strong company culture. - Competitive pay. - Unlimited PTO. - Paid company holidays. - Yearly team off-sites. - International travel opportunities. - Medical, dental, and vision benefits (FSA, HSA & HRA options). - Basic & Voluntary Life Insurance. - 401k employer match. - Wellness benefits. - Work in an open environment on solutions that are reshaping the way businesses operate. - Fun team events. - 10 weeks of paid parental leave. - Fitness reimbursement. - Learning & development funds. Compensation The annual base compensation range for this position is $77,000 - $85,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $82,775 - $91,375. 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.

• Recruiting, hiring, and training of new Account Executives. • Lead a team of Account Executives to develop and drive sales opportunities across the Mid-Market segment. • Facilitate a culture of performance and accountability across the AE team. • Coach and develop the team's skill set and individual career growth. • Manage activities, pipelines, forecasts, and closed deals to ensure above-quota results. • Provide accurate forecasts to the VP of Americas & EMEA. • Collaborate with leadership to identify and launch initiatives to drive both new business and expansion revenue within North America.

• Develop marketing and campaign designs that resonate with a B2B audience and align with project objectives • Lead the creation of complex visual concepts and strategies, such as marketecture, process diagrams, and executive keynote presentations • Design and maintain visual consistency across all platforms including websites, social media, promotional campaign assets, and sales collateral • Create and oversee the production of both print and digital materials including brochures, white papers, case studies, presentations, infographics, and digital ads • Ensure that all design outputs adhere to the company’s brand guidelines • Evolve and refine the visual identity of the company • Develop and maintain a library of visual assets • Work closely with the marketing team to translate campaign ideas into engaging visual content • Support the sales team by designing custom presentations and proposal templates • Collaborate with the people ops team to enhance the employee experience through employer branding • Manage multiple design projects simultaneously, ensuring timely delivery while maintaining high standards of quality • Maintain organized files and project documentation for easy access and future reference • Collaborate with the web developer to implement design updates for the website

• Cultivate Strategic Alliances: Proactively grow and nurture relationships with partners and resellers, identifying new sales opportunities to extend our market reach. • Enable Channel Success: Support our partners in retaining existing end-user relationships and pursuing new business through dedicated mentorship and resource sharing. • Drive Brand Momentum: Promote and market our unified suite of products and services, ensuring partners are aligned with the latest company initiatives. • Represent the Brand: Showcase our innovation by attending trade shows, seminars, product launches, and other high-profile industry events to "Make an Impact." • Cross-Functional Collaboration: Act as the primary liaison between partners and internal teams—including Sales, Support, Operations, and Accounting—to "Succeed Together."

• Senior database administrator will be working as part of the DBA team on providing a stable, scalable and well-performing database platform to our internal and external customers. • Responsible for day-to-day operations of database platform, performance tuning, issue troubleshooting • Responsible for Crunchtime application management operations, such as provisioning, decommissioning, patching, upgrades, etc. • Participate in the on-call rotation and act as escalation and source of knowledge for more junior DBAs • Participate in scheduled maintenance work, database patching, upgrades, etc. • Provide database expertise to development, support and other Crunchtime teams

• Manage assigned customer accounts, handling cash application and collections inquiries via email, ticketing system, and phone. • Execute collections outreach in accordance with established policies to ensure timely payment of outstanding invoices • Process and apply customer payments accurately and efficiently (cash application) • Partner with customers to resolve past-due balances • Investigate and escalate billing discrepancies and customer disputes related to overdue invoices • Maintain accurate and up-to-date account records in billing and accounting systems • Collaborate with internal teams (Billing, Sales, Customer Success) to resolve account issues and improve collections outcomes

Role Description As a Customer Support Analyst, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one. What you’ll do as a Technical Customer Support Analyst - Help customers solve problems in the CrunchTime platform - Use internal tools to troubleshoot trouble tickets - Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate - Collaborate with a global team to deliver the ultimate customer experience - Support Sales/Success teams with account management and technical support - Be a voice of the customer, helping our product and engineering teams better understand our customers' needs - Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted Qualifications - 1-2 years of remote application support experience - 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable - Excellent interpersonal and communication skills (written and verbal) - Bachelors Degree - Able to work in a fast-paced environment with multiple competing priorities - Ability to prioritize tasks independently based on understanding business impact for the customer - Some SQL knowledge and ability to write/execute multi-table queries - Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony Benefits - Great mission-driven team members from diverse backgrounds with a strong company culture - Competitive pay - Flexible PTO - Paid company holidays - Yearly team off-sites - Medical, dental, and vision benefits (FSA, HSA & HRA options) - Basic & Voluntary Life Insurance - 401k employer match - Wellness benefits - Commuter benefits - Work in an open environment on solutions that are reshaping the way businesses operate - Fun team events - Ability to have a big impact - 10 weeks of paid parental leave - Fitness reimbursement - Learning & development funds Essential Physical & Mental Requirements - Prolonged periods of sitting at a desk - Prolonged periods of typing and working at a computer - Ability to listen and speak over the phone or Zoom calls - High level of mental concentration and focus Compensation The annual base compensation range for this position is $65,000 - $75,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $69,875 - $80,625. Actual compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualifications, education, experience, and location. 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.

• Partner with Mid Market Account Executives to understand customers needs and requirements, and develop a strategy to position Crunchtime’s solutions to meet those needs • Prepare and deliver technical presentations tailored to the business needs and goals of existing and prospective customers • Provide a deep level of product knowledge and skillfully answer technical and functional product questions as part of the sales cycle • Deliver tailored solution demonstrations geared towards the prospects current pain and future state value • Lead technical discussions around enterprise architecture including integration strategies • Work closely and collaborate with cross-functional teams including sales, product management, marketing, and customer success • Prepare and communicate responses to RFPs • Support Marketing events including webinars, conferences and trade shows

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits. About the role Crunchtime is looking for a highly motivated Data Engineer to join our Connex product development team. The Connex team creates bi-directional real-time integration to every POS that our customers deploy. The ideal candidate is someone who enjoys integration, continual learning, and a fast-paced development environment. If you possess a drive for excellence, thrive in a fast-paced environment, and desire to be part of a team that is dedicated to being an industry leader, then we want to hear from you. What you’ll do as a Data Engineer - Own the planning, estimation, and delivery of data engineering tasks and projects, partnering with project management to track progress, milestones, and risks. - Design and implement scalable data pipeline solutions by analyzing customer data, identifying patterns, and performing data profiling to reverse engineer schemas and APIs. - Build, optimize, and maintain high-performance data pipelines, delivery networks, and bi-directional data integrations between customers and partners. - Ensure data reliability and quality through robust development of automated unit, integration, and regression tests. - Troubleshoot complex data and integration issues, providing escalated technical support and driving root cause resolution. - Collaborate cross-functionally to deliver integration solutions, and provide technical guidance, training, and documentation to internal teams and stakeholders. - Monitor data pipeline health, proactively identify performance or reliability issues, and implement improvements to ensure system stability. - Contribute to best practices in data engineering, including code quality, testing standards, and scalable architecture. What we’re looking for - 3+ years of professional experience in data engineering or software development with strong proficiency in SQL and Python. - Strong analytical and problem-solving skills with attention to detail and ability to work with complex datasets. - Experience designing and building scalable ETL/ELT pipelines, including working with APIs and handling structured and semi-structured data. - Solid understanding of data structures, algorithms, and data modeling concepts. - Experience with data validation, testing strategies (manual and automated), and ensuring data quality. - Strong communication and interpersonal skills, with the ability to work across teams and explain technical concepts clearly. - Ability to take ownership of tasks end-to-end, manage priorities, and deliver in a fast-paced environment. - Experience optimizing data pipelines for performance, scalability, and reliability. What you’ll get - Great mission-driven team members from diverse backgrounds with a strong company culture - Competitive pay - Unlimited PTO - Paid company holidays - Yearly team off-sites - International travel opportunities - Medical, dental, and vision benefits (FSA, HSA & HRA options) - Basic & Voluntary Life Insurance - 401k employer match - Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot) - Commuter benefits - Work in an open environment on solutions that are reshaping the way businesses operate - Fun team events - Ability to have a big impact - 10 weeks of paid parental leave - Fitness reimbursement - Learning & development funds Compensation: The annual base compensation range for this position is $75,000 - $105,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $80,625 - $112,875. 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.