Head of Client Services

Head of Client Services – USA

Location: Philadelphia, PA

Reports to: President – US Operations

About Foodhub

Foodhub is an international hospitality technology company providing online ordering, EPOS, payments, kiosks and digital solutions to hospitality businesses across the Globe, including the UK, Ireland, America, and ANZ.

With our global headquarters in Dublin and our business continuing to grow internationally, we're looking for leaders who enjoy building, taking ownership, and making a real impact

About the Role

We are looking for an experienced Head of Client Services / Director of Client Services to lead and shape Foodhub's client-facing organisation in the United States.

This is a senior leadership role for someone who understands how to build and scale high-performing Client Services, Customer Success, Account Management or Customer Operations teams within a technology business.

You will be responsible for ensuring that our customers receive an exceptional experience throughout their journey with Foodhub — from onboarding and implementation through to adoption, retention, account growth and long-term partnership.

The successful candidate will bring a strong commercial and customer-centric mindset, with the ability to balance customer satisfaction with business growth. You will lead a team of client-facing professionals, establish scalable processes, improve customer retention and identify opportunities to increase customer value through upselling, cross-selling and deeper product adoption.

You will work closely with Sales, Product, Technology, Operations and Support teams to ensure the voice of the customer is represented across the organisation and that client feedback translates into meaningful improvements.

This is an opportunity to join a growing technology business and play a key role in building a world-class client organisation in the US.

Important Industry Requirement

POS/EPOS technology experience is essential for this role.

We are specifically looking for candidates who have worked within a POS, EPOS, payment technology, retail technology, merchant technology or closely related B2B technology company.

The ideal candidate will have experience working for a technology provider delivering software, hardware, payments, POS systems or integrated technology solutions to business customers.

This is not a restaurant operations or hospitality management position. We are not looking for candidates whose primary experience comes from managing restaurants, hotels, food & beverage operations or restaurant groups. We are also not targeting candidates whose experience is primarily within food delivery platforms.

Our focus is on leaders who have worked within the technology/POS provider side of the industry, managing customer-facing teams and relationships.

The Foodhub DNA – For Leaders

As one of our senior leaders, you'll help build the culture that defines Foodhub.

We're looking for leaders who:

• Take ownership and solve problems.
• Move quickly and make decisions.
• Stay close to customers.
• Build trust through action.
• Develop high-performing teams.
• Challenge the status quo.
• Stay hands-on when needed.
• Build scalable processes that improve the customer experience.

Key Responsibilities

Leadership

• Build, develop, and lead a high-performing Client Services team across the US.
• Recruit, coach, and mentor Team Leaders, Account Managers, and Client Success teams.
• Create a culture built on ownership, accountability, and customer obsession.
• Lead by example and remain visible within the business.

Client Success & Retention

• Own the overall customer experience after implementation.
• Develop strategies that improve customer retention and long-term value.
• Reduce customer churn through proactive engagement.
• Build strong executive relationships with key restaurant groups and enterprise customers.
• Act as the senior escalation point for strategic accounts.

Operational Excellence

• Build scalable client service processes that support rapid business growth.
• Continuously improve onboarding, implementation, and support journeys.
• Introduce automation where it improves efficiency without compromising customer experience.
• Monitor service performance and drive continuous improvement.

Customer Experience

• Champion a customer-first culture throughout the business.
• Gather customer insight and ensure it influences decision-making.
• Identify recurring customer challenges and work cross-functionally to solve them.
• Ensure every customer interaction strengthens the Foodhub brand.

Commercial Growth

• Partner with Sales to maximise customer lifetime value.
• Identify opportunities for account growth, product adoption and upselling.
• Support commercial initiatives that strengthen customer relationships.
• Ensure service delivery contributes to revenue growth, not just customer satisfaction.

Product & Cross-Functional Collaboration

• Work closely with Product and Technology teams to improve the customer experience.
• Ensure customer feedback influences future product development.
• Help prioritise product improvements based on real customer needs.
• Build strong collaboration between Client Services, Sales and Operations.

Performance & Data

• Establish KPIs across onboarding, retention, customer satisfaction, response times and client engagement.
• Use data to improve operational performance and customer outcomes.
• Develop dashboards that provide meaningful business insight.
• Regularly review team performance and coach for continuous improvement.

What Success Looks Like

Within your first 12 months, you will have:

• Built one of the highest-performing Client Services teams in the business.
• Increased customer retention and client satisfaction.
• Improved onboarding and implementation experience.
• Reduced churn and increased customer lifetime value.
• Built stronger relationships with enterprise restaurant partners.
• Introduced scalable processes that support continued US growth.
• Become a trusted advisor to the President and Executive Leadership Team.

Key Experience

You'll likely have:

• Senior leadership experience within Client Services, Customer Success, Account Management, Customer Operations, or Service Delivery.
• At least 3 years of experience working within a POS/EPOS, payment technology, retail technology, or closely related B2B technology company.
• Experience leading customer-facing teams supporting software, hardware, SaaS platforms, POS systems, payment solutions, or integrated technology products.
• Proven experience managing and developing Account Managers, Customer Success Managers, Client Services teams, or similar customer-facing functions.
• Strong experience in customer retention, account growth, upselling, cross-selling and increasing customer lifetime value.
• Experience managing relationships with SMB, mid-market and/or enterprise customers.
• Experience working cross-functionally with Sales, Product, Technology, Operations and Support teams.
• Experience improving customer onboarding, implementation, adoption, retention and service delivery.
• Experience working in a fast-growing technology business and managing change at scale.
• Strong commercial and strategic mindset, with the ability to balance customer experience, operational performance and revenue growth.

Salary & Benefits

• Salary Negotiable
• 33 days fully paid annual leave/vacation days (inclusive of all public holidays).
• Enrolment in the company 401K plan with a 3% employer contribution.
• Healthcare insurance contribution from the business (details provided via TriNet).
• Company-provided laptop.
• $50 per month cellphone expense contribution.