Head of Customer Service at Pool House

BillyQ is transforming the way people play pool through smart technology. As the technology brand within Poolhouse, BillyQ combines intelligent hardware with a browser-based player experience that enables venue partners to generate new revenue through our innovative smart pool table platform.

Following our recent Series A investment, we are entering an exciting phase of growth across the UK and internationally. We’re looking for a commercially-minded, customer-obsessed Head of Customer Success to build and lead our Customer Success function from the ground up.

Reporting to the Chief Technology Officer, you will own the entire post-sale customer journey, ensuring every venue partner successfully launches, adopts and grows with Billy

Q. You’ll be responsible for maximising partner satisfaction, driving product adoption, increasing revenue per installation and delivering industry-leading retention.

This is a rare opportunity to establish a new function within a fast-growing technology business where you will have genuine influence over customer strategy, operational excellence and future team growth.

Partner Onboarding & Implementation

• Lead the end-to-end onboarding process from signed agreement through to successful go-live.
• Coordinate installations with Product, Engineering and Operations teams.
• Develop scalable onboarding playbooks, training materials and implementation standards.
• Train venue teams to ensure confidence using the BillyQ platform.
• Own key implementation metrics including time-to-live, time-to-first-revenue and successful launch performance.

Customer Success & Account Management

• Build trusted, long-term relationships with venue partners.
• Monitor customer health through usage, uptime, revenue performance and engagement metrics.
• Deliver proactive account reviews and identify risks before they become retention issues.
• Lead customer renewal activity and minimise partner churn.

Adoption, Growth & Commercial Performance

• Drive product adoption and maximise revenue generated from every installed unit.
• Identify opportunities for additional units, new venue rollouts and premium services.
• Partner with Commercial teams to shape future pricing, packages and customer propositions.
• Help customers achieve measurable commercial success through Billy
  
  Q.

Customer Support & Experience

• Own the partner support function, ensuring issues are resolved quickly and effectively.
• Establish service standards and escalation processes.
• Create knowledge resources, documentation and self-service materials for partners.
• Act as the senior escalation point for operational or technical issues.

Voice of the Customer

• Represent customer needs across Product, Engineering and Design.
• Translate customer feedback into clear product improvement opportunities.
• Lead partner communications around product updates, enhancements and service incidents.

Building the Function

• Design and implement the Customer Success operating model.
• Define KPIs, reporting frameworks and success metrics.
• Recruit, develop and lead the Customer Success team as the business grows.
• Foster a culture focused on customer outcomes, accountability and continuous improvement.

Essential

• Significant experience within Customer Success, Account Management or Partner Management, including leadership responsibility.
• Proven track record of improving customer retention, renewals and commercial growth.
• Experience building or scaling a Customer Success function within a growing business.
• Strong commercial awareness with the ability to interpret customer performance metrics and identify growth opportunities.
• Excellent relationship-building and stakeholder management skills.
• Comfortable working with technology products and collaborating closely with Product and Engineering teams.
• Highly organised, proactive and able to thrive in a fast-paced, scale-up environment.

Desirable

• Experience with in hospitality, leisure, retail or other multi-site operational businesses.
• Background supporting hardware-enabled SaaS or B2B technology products.
• Experience managing partner, franchise or reseller relationships.
• Knowledge of payments, booking platforms or point-of-sale…