Job Description

Work Location Requirement: Hybrid onsite in Plano, TX

The Director, Customer Success is responsible for owning the end-to-end relationship with Pizza Hut as Byte’s first external global customer—ensuring successful adoption, measurable value realization, and long-term commercial growth across the Byte product suite.

This role represents a critical shift in Byte’s evolution—from an internal platform to a customer-facing SaaS business—with accountability for retention, expansion, and customer satisfaction at scale.

You will act as the single point of accountability for Pizza Hut globally, leading customer success strategy, engagement, and performance across markets, while partnering closely with Sales, Product, Deployment, and PMO to deliver sustained business impact.

Your mission: turn Byte from a deployed platform into a strategic partner that drives operational performance, customer experience, and profitable growth for Pizza Hut globally.

Customer Ownership & Commercial Accountability

• Own the global relationship with Pizza Hut as a strategic external customer, acting as the primary executive point of contact
• Drive customer retention, renewal readiness, and long-term contract success
• Partner with Sales to identify and execute expansion opportunities, including cross-sell and upsell across the Byte product suite
• Support commercial negotiations, renewals, and contract discussions, ensuring alignment on value delivered and future roadmap
• Ensure alignment between customer expectations, contractual commitments, and Byte delivery
• Own how Byte delivers measurable business value to Pizza Hut, defining what ‘success’ means commercially and operationally
• Shape pricing, packaging, and expansion strategy in partnership with Growth and Sales based on customer value realized

Customer Success Strategy & Execution

• Define and execute a global Customer Success strategy for Pizza Hut, aligned to Byte’s commercial and product strategy
• Establish scalable engagement models across regions, markets, and franchise structures
• Define success frameworks across adoption, value realization, retention, and expansion
• Define the global Customer Success playbook for Pizza Hut (engagement model, lifecycle stages, governance, and success metrics)
• Standardize how Customer Success operates across markets while incorporating franchise and regional nuances - ensuring it is both scalable globally and effective across diverse market and franchise environments.

Customer Success Playbook & Operating Model

• Own the design and evolution of the global Customer Success playbook for Pizza Hut, including lifecycle stages (onboarding - adoption - value realization - renewal - expansion)
• Define standardized engagement models, governance (QBRs, health reviews) and success metrics across markets
• Partner with Product and Data teams to embed feedback loops into roadmap prioritization and product development
• Continuously refine the model based on market performance, customer insights, and commercial outcomes

Value Realization & Business Impact

• Own frameworks that connect Byte adoption to measurable business outcomes (e.g., sales growth, operational efficiency, cost reduction, customer experience)
• Partner with Data Science and Finance to quantify and communicate ROI at market and global levels
• Lead Quarterly Business Reviews (QBRs) with Pizza Hut leadership, demonstrating value delivered and future opportunities
• Ensure Byte is positioned as a critical enabler of Pizza Hut’s business performance, not just a technology provider

Customer Health, Insights & Expansion

• Establish customer health frameworks, including adoption metrics, satisfaction (NPS/CSAT), and risk indicators
• Proactively identify and mitigate adoption, performance, and relationship risks
• Leverage insights to drive expansion opportunities and deeper product adoption
• Build a case study and proof-point engine demonstrating Byte’s impact across Pizza Hut markets

Cross-Functional Leadership & Delivery Alignment

• Partner with Deployment and PMO to ensure successful transition from deployment to steady-state operations
• Work with Product teams to ensure customer feedback is translated into roadmap priorities
• Collaborate with Sales and Marketing to support external positioning, storytelling, and growth strategy
• Ensure clear accountability and handoffs across Sales → Deployment → Customer Success → Product

External Stakeholder & Franchisee Engagement

• Navigate complex stakeholder environments across global leadership, regional teams, and franchise operators
• Act as a trusted advisor to Pizza Hut leadership on technology, operations, and transformation
• Align Byte’s capabilities with Pizza Hut’s strategic priorities and operating model
• Ensure consistent engagement across corporate and franchisee ecosystems

Operating Model, Governance & Performance Management

• Define and implement Customer Success operating rhythms (QBRs, health reviews, executive governance forums)
• Track and report on key metrics including retention, expansion revenue, adoption, and customer satisfaction
• Ensure delivery against SLAs, KPIs, and contractual commitments
• Establish scalable processes and tools to support global customer success operations

Leadership, Culture & Influence

• Act as a key member of the Byte Growth team, contributing to broader strategy and organizational design
• Foster a culture of accountability, customer-centricity, systems thinking, problem framing and commercial excellence
• Influence senior stakeholders across Product teams, Finance and Brand leadership
• Act as a change agent during uncertainty and with ambiguity to drive agile solutions to evolve the team in embedding technology and new ways of working
• Lead and develop a regional Customer Success team across multiple geographies, balancing central governance with local accountability.
• Foster a customer-obsessed, data-informed culture anchored in Yum!’s Smart, Heart & Courage leadership behaviors.
• Role-model collaboration, empathy and executional excellence — building strong alignment across markets, brands, and functions.

• 8–10 years of experience in Customer Success, Account Management or Customer Experience within SaaS, platform or QSR/hospitality industries.
• Proven success leading customer success or adoption programs across multi-market, franchise or enterprise environments.
• Strong understanding of digital product deployment, operations technology and franchisee engagement dynamics.
• Skilled in stakeholder management across executive, technical and operational audiences.
• Data-driven decision-maker with the ability to connect customer outcomes to business impact.
• Excellent communicator and storyteller who can translate complex technology into business value.
• Strategic ability to connect product strategy to commercial outcomes and market opportunities
• Commercial understanding of pricing, packaging, sales cycles, and revenue models
• Ability to operationalize strategy into repeatable processes and measurable outcomes
• Storytelling & influence: Exceptional ability to communicate value to executives, customers, and cross-functional teams
• Data-driven decision making: Strong analytical mindset with ability to leverage data to optimize performance
• Cross-functional leadership: Proven ability to align Product, Customer Success, PMO, and Engineering around shared goals
• Ability to build from zero to one—creating structure, clarity, and momentum in an evolving organization
• Strong executive presence with experience influencing senior stakeholders and driving alignment
• Comfortable operating in ambiguity and transformation, with a bias for action and outcomes
• Passion for building scalable, global organizations that deliver measurable business impact

Salary Range: 164,500 - 193,600

Benefits Employees (and their eligible family members) may enroll in the following types of insurance coverage: medical, dental, vision, legal, and accidental death and dismemberment, as well as FSA/HSA (depending on enrolled medical plan). Yum! also provides short-term disability, long-term disability, and life insurance. Employees may enroll in our 401(k) plan. Yum! provides 4 weeks of vacation, paid sick leave, 10 paid holidays, a floating day off, half day Fridays year-round and 2 paid days for volunteer time each calendar year. To learn more about working at Yum! - Click here.

At Yum!, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. YUM! Brands, Inc. (including its subsidiaries Yum Restaurant Services Group, LLC (“YRSG”) and Yum Connect, LLC (“Yum Digital and Technology”)(collectively, “Yum”) is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Yum! is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

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