Head of Customer Success

At Orbisk, we’re on a mission to create a world where zero food waste isn’t just a dream—it’s a reality. We combine cutting‑edge tech with a sustainability‑first mindset to help the hospitality industry make smarter, greener choices. As a proud B‑Corp, we’re leading the way in the fight against food waste, and our results speak volumes: over 3.664.373 kg of food waste eliminated in 42+ countries (and counting!). 🌍

We don’t just offer technology; we’re a trusted partner to our customers, working alongside them to create lasting change. Through innovation and listening closely to their needs, we’ve built a solution that drives both environmental and business success.

With our team growing rapidly, we’re looking for a Head of Customer Success to help us build the future—one that’s greener, smarter, and waste‑free. Let’s create impact together! 🌱

As Head of Customer Success, you will design and lead a CS organization that can scale with Orbisk’s growth. You’ll set the direction for how the function operates and turn that vision into clear plans, structures, and processes that support a consistent and impactful customer experience.

You will structure the team with Team Leads, define how responsibilities are organized, and create smooth interfaces with Sales, Product, Support, and Finance. A central part of your role will be transforming manual or fragmented processes into repeatable, documented workflows supported by effective tooling and high‑quality data. This includes establishing ownership, performance management routines, and the operational foundations the team needs to work efficiently.

In your day‑to‑day, you will coach Team Leads, oversee complex customer situations, and ensure that the service we deliver is reliable across all segments. You’ll use data to monitor customer health, uncover root causes, and prioritize improvements that strengthen retention and expansion. You’ll also lead experiments and process changes to continuously improve how we support customers.

You will collaborate closely with the Product team to bring customer insights into the roadmap and ensure recurring needs translate into clear product requirements. Across the business, you will help create alignment on priorities and make sure customer impact is considered in key decisions.

Overall, this role is about building a Customer Success function that is structured, scalable, and equipped to deliver long‑term customer value.

• Demonstrated ability to set a clear operational vision for a growing Customer Success function and translate it into measurable plans and outcomes.

• Strong track record of taking manual, ad‑hoc processes and rebuilding them into repeatable, scalable ways of working, including clear ownership, documentation, tooling, and performance management.

• Experience designing team structures that scale, and interfaces across Sales, Product, Support, and Finance.

• Around 4 years in a leadership role within Customer Success or a closely related customer facing team, ideally in a start‑up or scale‑up context where you have built rather than inherited processes.

• Hands on experience with CRM and CS tooling, with HubSpot experience beneficial. You are comfortable defining requirements, improving data quality, and driving adoption across the team.

• Proactive, analytical mindset with a bias to action. You use data to find root causes, prioritize improvements, and test new approaches to lift retention, expansion, and customer health.

• Excellent communication and stakeholder management skills. You can align senior leaders on trade‑offs, influence without authority, and bring clarity during rapid growth and change.
  

• €5,400 - €6,400 per month ex. Holiday allowance (depending on knowledge and experience)

• 32-40 hour work week in a hybrid office setting, lunch included.

• To take a break to recharge, we encourage you to take 30 days of annual leave per year (based on full time).

• To ensure you are taken care of later on, we have a pension contribution of 7%.

• Everyone has different needs when it comes to benefits. That’s why we offer you a flexible spending budget of €40 per month that you can use towards health and wellness.

• To support your learning and growth, we offer an annual personal education budget of €500. But we also organize additional team learning activities and if needed provide access to career coaches.

• An annual home office budget of €250 is offered, so you can create a nice work from home space.

• We make sure we regularly organize company activities to connect and have fun with your colleagues.