Head of Client Services

About Foodhub

Foodhub is a global hospitality technology company delivering digital ordering, EPOS, payment solutions, kiosks, and other technology services to restaurants and hospitality enterprises across regions including the UK, Ireland, the US, and ANZ. Headquartered in Dublin, Foodhub is expanding its international footprint, particularly in the US market.

Role Overview

We are seeking a dynamic Head of Client Services based in Philadelphia to lead and expand our client-facing teams in the United States. This leadership role transcends traditional customer service management, focusing on cultivating a client-focused organization that restaurant partners actively seek out. You will oversee teams responsible for onboarding, account management, customer success, and client support, ensuring top-tier service while pursuing opportunities to boost client retention, increase customer value, and nurture lasting partnerships.

Collaboration with executive leadership, sales, product, and operations teams is key to evolving how Foodhub engages with and supports its customers throughout ongoing growth.

The Foodhub Leadership Ethos

• Own challenges and resolve issues responsibly.
• Act swiftly and decisively.
• Maintain close connections with customers.
• Earn trust through consistent actions.
• Foster and grow high-performing teams.
• Question existing practices and innovate.
• Stay hands-on when necessary.
• Create scalable processes that enhance customer experiences.

Primary Responsibilities

• Recruit, cultivate, and oversee a high-caliber Client Services team across the US, including Team Leaders, Account Managers, and Customer Success professionals.
• Promote a culture grounded in accountability and customer dedication.
• Serve as an accessible and exemplary leader throughout the company.
• Own and elevate the post-implementation customer experience with proactive retention strategies and churn reduction efforts.
• Develop and maintain strong executive relationships with key restaurant groups and enterprise clients, acting as a senior escalation contact for strategic accounts.
• Design and implement scalable service processes to support rapid business expansion.
• Continuously refine onboarding, implementations, and customer support workflows.
• Introduce automation where it enhances efficiency without compromising quality.
• Champion a customer-centric culture, driving insights into decision making and resolving frequent customer challenges with cross-team collaboration.
• Collaborate with sales to maximize revenue through increased account growth and product adoption.
• Work closely with Product and Technology teams to ensure product development aligns with client needs and feedback.
• Define and monitor KPIs related to onboarding effectiveness, client retention, customer satisfaction, response times, and engagement, using data-driven insights to propel performance and improvement.

Success Indicators Within 12 Months

• Established one of the highest performing client services teams.
• Improved client retention rates and customer satisfaction metrics.
• Streamlined and enhanced onboarding and implementation processes.
• Reduced churn and boosted lifetime customer value.
• Forged stronger partnerships with enterprise restaurant clients.
• Introduced scalable processes supporting continued growth in the US market.
• Became a trusted advisor to the company president and executive leadership.

Desired Experience & Qualifications

• Proven senior leadership experience in Customer Success, Client Services, Account Management, or Customer Operations.
• Background working with hospitality technology, POS systems, SaaS platforms, online marketplaces, food delivery, or similar tech sectors.
• Demonstrated ability to build and manage high-performance customer-facing teams.
• Strong commercial acumen focused on retention and maximizing customer lifetime value.
• Experience scaling client operations within fast-growing environments.
• Aptitude for working effectively in founder-led companies with rapidly shifting priorities.
• Excellent stakeholder management skills, specifically managing enterprise client relationships.

Compensation and Benefits

• Competitive salary negotiable based on experience.
• 33 fully paid annual leave days, inclusive of public holidays.
• Participation in company 401K plan with a 3% employer contribution.
• Healthcare insurance with employer contributions facilitated through TriNet.
• Company-provided laptop for work.
• Monthly stipend of $50 towards cellphone expenses.