Head of Customer Success

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Head of Customer Success

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Orbisk | Zero Food Waste 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! Overview

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. Responsibilities

Structure the CS team with Team Leads, define how responsibilities are organized, and create interfaces with Sales, Product, Support, and Finance. Transform manual or fragmented processes into repeatable, documented workflows supported by tooling and high-quality data. Establish ownership, performance management routines, and the operational foundations the team needs to work efficiently. Coach Team Leads, oversee complex customer situations, and ensure reliable service across all segments. Use data to monitor customer health, uncover root causes, and prioritize improvements that strengthen retention and expansion. Lead experiments and process changes to continuously improve how we support customers. Collaborate with the Product team to bring customer insights into the roadmap and translate recurring needs into clear product requirements. Help create alignment on priorities across the business and consider customer impact in key decisions. Build a Customer Success function that is structured, scalable, and equipped to deliver long-term customer value. Qualifications

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 turning manual, ad hoc processes into repeatable, scalable ways of working, with 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 startup or scale-up context. Hands-on experience with CRM and CS tooling, with HubSpot experience beneficial. Comfortable defining requirements, improving data quality, and driving adoption across the team. Proactive, analytical mindset with a bias to action. Uses data to find root causes, prioritize improvements, and test new approaches to lift retention, expansion, and customer health. Excellent communication and stakeholder management skills, with ability to align senior leaders on trade-offs, influence without authority, and bring clarity during rapid growth and change. Why join Orbisk?

There are plenty of good reasons. Some are big—like making a real impact by reducing food waste and cutting CO2 and water footprints worldwide. Others are more personal—joining a fast-growing scale-up is exciting, full of opportunities, and a great story to share. You’ll be part of a team that’s driven, innovative, and adventurous. And of course, there are great perks too: €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 30 days of annual leave per year (based on full-time) 7% pension contribution Flexible spending budget of €40 per month for health and wellness Annual personal education budget of €500, with additional team learning activities and career coaching if needed Annual home office budget of €250 Regular company activities to connect with colleagues We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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