Head of Customer Success
Core
Lead the US customer success function for an AI-native restaurant management platform, driving retention, adoption, and expansion through an AI-first operating model.
Role type
Senior IC Head of Customer Success (AI-First)
Builds
An AI-native customer success function leveraging agentic AI and automation for health scoring, usage monitoring, and renewal management.
Domain
B2B SaaS / Restaurant Management / AI
Deliverable
production ML models | product features
Required skills
CS leadership in B2B SaaS, AI-first mindset, team building and coaching, commercial fluency (GRR/NRR), data-driven decision making, process building
Preferred skills
Hospitality industry experience, scaling CS across markets, familiarity with AI/automation platforms, consulting or change management background
Technologies
Agentic AI, LLM-based tooling, health scoring platforms, workflow automation
Responsibilities
Own gross and net revenue retention (GRR/NRR) and expansion revenue; Design AI-native playbooks where AI agents handle repeatable work; Hire and upskill an AI-first CS team; Drive adoption of the company's AI features among restaurant operators; Build scalable SOPs and cross-functional coordination with Sales, Product, and Support
Seniority
Senior, hands-on IC