- Company Name
- Sadie
- Job Title
- Head of Customer Success
- Job Description
-
**Job Title:** Head of Customer Success
**Role Summary:**
Lead the full customer lifecycle for restaurant partners of an AI‑powered voice platform, ensuring successful onboarding, sustained adoption, and measurable business impact. Act as the primary advisor post‑go‑live, collaborating with Sales, Implementation, Support, and Product to remove friction, drive retention, and identify expansion opportunities.
**Expectations:**
- Own end‑to‑end onboarding and early success for all new accounts.
- Deliver a consistent, high‑quality customer experience that drives adoption, satisfaction, and retention.
- Provide strategic guidance to partners, translating product features into real‑world ROI.
- Manage cross‑functional handoffs and maintain alignment with internal teams.
- Track, analyze, and report on key success metrics, using insights to refine processes and playbooks.
**Key Responsibilities:**
- Serve as the primary point of contact from kickoff to go‑live, coordinating account setup, integrations, and configuration.
- Conduct virtual onboarding and training sessions for restaurant staff and managers.
- Monitor usage, identify risks and opportunities, and recommend optimizations post‑launch.
- Partner with Sales to ensure smooth handoff, with Support to resolve issues, and with Product to communicate customer feedback.
- Document customer insights, common challenges, and best practices to develop scalable success playbooks.
- Manage onboarding timelines, customer health scores, and milestone tracking to achieve strong outcomes.
**Required Skills:**
- 2–4+ years in Customer Success, Onboarding, or Implementation within SaaS or hospitality tech.
- Strong relationship‑building and communication skills across all stakeholder levels.
- Excellent organizational and multi‑tasking abilities; capable of managing several customers simultaneously.
- Proactive problem‑solving mindset with comfort navigating technical integrations and concepts.
- Familiarity with restaurant operations, booking engines, or POS platforms is a plus.
- Demonstrated ownership of customer outcomes (adoption, retention, satisfaction).
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Hospitality Management, or a related field.
- Optional certifications in Customer Success Management (e.g., CSM, CSAT) preferred.