Head of Customer Success

Compensation: $140,000 base + variable compensation

OTE: Up to approximately $170,000

Equity: Meaningful equity package

Type: Full-time

We're partnering with a rapidly growing, early-stage AI SaaS company transforming how businesses within the restaurant industry operate.

Following strong early product-market traction and rapid customer growth, they're looking for a Head of Customer Success to take ownership of the entire post-sale customer journey and build a scalable Customer Success function.

This is a genuine 0-1 leadership opportunity
, offering significant ownership, direct access to the founders and meaningful equity.

• Build and scale the Customer Success function, processes and playbooks.
• Own the customer journey from onboarding through adoption, retention, renewal and expansion
  .
• Redesign and continuously improve onboarding and time-to-value.
• Drive product and feature utilisation across customer locations.
• Identify high-value customers and proactively drive engagement and expansion.
• Establish customer health metrics and identify churn risks early.
• Own key metrics including retention, NRR, CSAT/NPS, adoption and expansion
  .
• Develop scalable customer education, webinars and new-feature demonstrations.
• Act as the Voice of the Customer, partnering closely with Product, Sales and the founders.
• Hire, coach and develop the Customer Success team as the company scales.

• Strong B2B SaaS Customer Success experience - essential
  .
• Customer Success leadership and people-management experience.
• Experience with in an early-stage/high-growth SaaS company
  , ideally through the $0-5M ARR journey
  .
• Evidence of building or significantly scaling a CS function.
• Strong commercial understanding of retention, renewals, expansion, upsell and NRR
  .
• Experience improving onboarding, adoption and time-to-value.
• Comfortable operating in a startup and remaining extremely hands-on
  .
• Strong hiring, coaching and performance-management experience.
• Restaurant, hospitality or multi-location technology experience is advantageous but not essential.

This is an opportunity to join a business with strong early traction while it's still early enough to have a significant influence on how it scales.

You'll have the opportunity to build Customer Success from the ground up, work directly with the founders, influence product strategy, build your own team and participate in the company's future growth through meaningful equity
.

The ideal person will enjoy ambiguity, move quickly and genuinely want to build something rather than inherit it
.