Head of Customer Success

Head of Customer Success

Austin, Texas (Hybrid)

Full-Time | $140,000–$160,000 Base Equity

About the Opportunity

We're partnering with an exciting venture-backed AI software company that's transforming how businesses operate within the hospitality industry. Following exceptional early growth, they're looking for their first senior Customer Success leader to build and scale a world-class customer experience function.

This is a rare opportunity to join a fast-growing business at a pivotal stage, working directly with the founders to establish the customer success strategy, processes and team that will support the next phase of growth.

You'll have significant ownership, influence product direction through customer insights, and play a key role in driving customer adoption, retention and expansion.

The Role

As Head of Customer Success, you'll own the entire customer lifecycle from onboarding and implementation through adoption, retention, renewals and expansion.

You'll build scalable customer success processes, develop a high-performing team and work cross-functionally with Product, Engineering, Sales and Leadership to ensure customers achieve measurable business outcomes.

This is a highly strategic and hands-on leadership role suited to someone who enjoys building from the ground up in a fast-moving startup environment.

Key Responsibilities

• Own the end-to-end Customer Success strategy and customer journey.
• Develop onboarding, adoption and customer engagement programmes that maximise customer value.
• Build scalable customer success processes, playbooks and success metrics.
• Drive customer retention, renewals and expansion opportunities.
• Establish customer health scoring, success plans and proactive engagement models.
• Partner closely with Product to ensure customer feedback directly influences the product roadmap.
• Work alongside Sales to ensure smooth customer handovers and identify expansion opportunities.
• Build and mentor a high-performing Customer Success organisation as the company grows.
• Create dashboards and reporting around customer health, retention and revenue performance.
• Act as the voice of the customer across the business.

What We're Looking For

• 7 years of Customer Success leadership experience within B2B SaaS.
• Experience building or scaling a Customer Success function in a startup or high-growth company.
• Strong understanding of onboarding, customer adoption, retention and expansion.
• Experience leading Customer Success teams and developing scalable operational processes.
• Commercial mindset with a strong understanding of Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn and expansion metrics.
• Comfortable working directly with founders and executive leadership.
• Experience collaborating closely with Product, Engineering and Sales.
• Excellent communication and relationship-building skills.
• Passion for building teams, processes and exceptional customer experiences.

Ideal Background

We're particularly interested in candidates from:

• Restaurant Technology
• Hospitality SaaS
• Vertical SaaS
• AI Software
• Voice AI
• Customer Experience Platforms
• Payments
• Marketplace Technology
• Healthcare Technology
• High-growth B2B SaaS startups

Why Join?

• Join an early-stage company with significant momentum.
• Work directly alongside experienced founders and executive leadership.
• Build and shape the Customer Success function from the ground up.
• Have genuine influence over product strategy and customer experience.
• Competitive salary, equity opportunity and long-term career growth.
• Hybrid working in Austin, Texas.