Head of Customer Success

About the Role

We are collaborating with a dynamic, venture-backed AI software company revolutionizing operations in the hospitality sector. After impressive initial growth, they seek a seasoned Customer Success leader to create and expand an exceptional customer experience division.

This unique opportunity offers involvement at a critical phase of rapid growth, working closely with the founding team to craft the customer success strategy, operational workflows, and build a dedicated team essential to advancing business growth.

Primary Responsibilities

• Manage the complete customer lifecycle including onboarding, implementation, usage, retention, renewals, and growth.
• Design and implement scalable customer success strategies, playbooks, and performance metrics.
• Develop engagement and adoption programs that maximize customer value.
• Lead initiatives to boost customer retention, renewal rates, and expansion potential.
• Create customer health scoring systems, success plans, and proactive engagement frameworks.
• Collaborate with the Product Team to ensure customer feedback shapes the product roadmap.
• Coordinate with Sales for seamless customer transitions and to identify upsell opportunities.
• Recruit, lead, and mentor a high-achieving Customer Success team as the company scales.
• Generate dashboards and comprehensive reports on customer health, retention, and revenue metrics.
• Serve as the customer's voice throughout the organization.

Candidate Profile

• Minimum 7 years of leadership in Customer Success within B2B SaaS environments.
• Proven experience establishing or growing Customer Success functions in startup or fast-growth settings.
• Deep knowledge of onboarding protocols, customer adoption tactics, retention strategies, and expansion methods.
• Skilled in building teams and scalable operational procedures.
• Business-minded with strong grasp of Net Revenue Retention, Gross Revenue Retention, churn, and expansion metrics.
• Comfortable collaborating directly with founders and senior executives.
• Strong ability to work cross-functionally with Product, Engineering, and Sales teams.
• Excellent communication and relationship management skills.
• Passionate about cultivating teams, enhancing processes, and delivering outstanding customer experiences.

Preferred Industry Experience

• Restaurant technology
• Hospitality SaaS
• Vertical SaaS sectors
• AI-based software applications
• Voice AI technology
• Customer Experience platforms
• Payment solutions
• Marketplace technology
• Healthcare technology
• High-growth B2B SaaS startups

Why Join This Company?

• Become part of a fast-paced startup with strong growth momentum.
• Collaborate closely with experienced founders and executive leadership.
• Shape and lead the creation of the Customer Success function from inception.
• Influence product strategy through deep customer insights.
• Receive a competitive salary package paired with equity participation and long-term prospects.
• Work in a hybrid role based in Austin, Texas.