Head of Customer Success

About the Company

Innovative provider of AI-powered voice ordering technology for restaurants

Industry
Internet

Type
Privately Held, VC-backed

Founded
2017

Employees
11-50

Categories

• Technology
• Internet
• Telecommunications
• Best Wailea Restaurants
• Hawaii Regional Cuisine
• Maui Dining

Specialties

• Startup
• Technology
• Restaurant tech
• Voice AI
• Artificial Intelligence
• Computer software
• and Remote work

About the Role

The Company is seeking a Head of Customer Success to lead the establishment of a new Customer Success pillar within the organization. The successful candidate will be responsible for deploying, managing, servicing, and supporting customers using the company's product. This role involves rethinking the approach to Tier 1 and Tier 2 support, establishing standards for customer success, and building a talented post-sales customer success, account management, and support team. The Head of Customer Success will work closely with Operations, Sales, Marketing, Product, and Engineering teams to ensure an amazing customer experience at every touchpoint and to influence future customer lifetime value.To be considered for this position, candidates should have at least 10 years' experience in leading, growing, and scaling top-performing teams in customer success for B2B, particularly in SaaS or similar industries. The role requires the ability to manage escalations at all levels, from operators to C-level executives, and to influence through persuasion, negotiation, and consensus building. Strong empathy for customers, a passion for revenue and growth, and a demonstrated desire for continuous learning and improvement are essential. The ideal candidate will have a fast-paced, authentic, and enthusiastic leadership style with excellent communication and presentation skills. Experience in a tech company that worked with restaurants, particularly in a Seed-Series B stage, is a plus.

Hiring Manager Title
Chief Executive Officer (CEO)

Travel Percent
Less than 10%

Functions

• Operations
• Sales/Revenue