Head of Customer (US)
Core
Own the end-to-end US customer journey (implementation through adoption, renewal, and expansion) for a restaurant management SaaS platform, building the post-sales operating model and team from scratch.
Role type
Senior leadership, building a new function (Head of Customer)
Builds
US post-sales operating model, implementation methodology, AI-driven customer success stack, and the team to support it
Domain
B2B SaaS, Restaurant/Hospitality Management, AI/ML
Deliverable
production ML models
Required skills
End-to-end customer journey ownership, implementation methodology design, revenue retention management (GRR/NRR), AI workflow design and integration, team building and scaling, stakeholder management with C-suite
Preferred skills
Hospitality or multi-site operations experience, Enterprise post-sale motion definition
Technologies
AI agents, automation, predictive analytics
Responsibilities
Design and govern the implementation methodology for multi-site operators; Build and wire the AI-first post-sales stack (health scoring, risk flagging, QBR drafting); Own US gross and net revenue retention forecasts; Lead and scale the US post-sales team from day one; Partner with Sales to ensure smooth handover and feedback loops
Seniority
Senior, hands-on IC leader building a new function