Director of Client Services

Foodhub; Philadelphia (Philadelphia County); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

33 days annual leave

401K with 3% employer contribution

Healthcare coverage

Company laptop

Job summary

Foodhub is seeking a Director of Client Services to lead and scale its US client-facing teams, including onboarding, account management, customer success and support. The role partners with the President, Sales, Product and Operations to shape customer experience in a fast-growing founder-led business.

You will recruit and coach leaders, establish KPIs, drive retention and lifetime value, build scalable processes, and ensure enterprise relationships with restaurant groups.

Qualifications

• Senior leadership experience in Customer Success or similar.
• Experience in hospitality tech or SaaS.
• Proven track record building high-performing teams.
• Strong stakeholder management with enterprise clients.
• Commercial mindset focused on retention and lifetime value.

Responsibilities

• Build and lead a US-based Client Services team.
• Recruit, coach, and mentor team leaders and account managers.
• Own the overall customer experience post-implementation.
• Develop strategies to improve retention and long-term value.
• Scale onboarding, implementation, and support journeys.
• Collaborate with Product/Tech to improve CX and prioritise improvements.
• Establish KPIs and use data to drive continuous improvement.

Skills

Leadership

Customer Success

Account Management

Data-driven

Job description

Foodhub is an international hospitality technology company providing online ordering, EPOS, payments, kiosks and digital solutions to hospitality businesses across the Globe, including the UK, Ireland, America, and ANZ.

With our global headquarters in Dublin and our business continuing to grow internationally, we're looking for leaders who enjoy building, taking ownership, and making a real impact

About the Role

We're looking for an exceptional Director of Client Services to lead, develop, and scale our client-facing teams across the United States.

This isn't a traditional customer service leadership role. It's about building a client organisation that restaurants genuinely want to work with.

You'll lead the teams responsible for onboarding, account management, customer success, and client support, ensuring our restaurant partners receive outstanding service while identifying opportunities to improve retention, increase customer value, and strengthen long-term relationships.

Working closely with the President, Sales, Product, and Operations teams, you'll help shape how Foodhub supports its customers as we continue to grow across the US.

We're looking for someone who's commercially minded, customer obsessed and comfortable working in a fast-moving founder-led business where ideas evolve quickly and everyone gets involved.

The Foodhub DNA – For Leaders

As one of our senior leaders, you'll help build the culture that defines Foodhub.

We're looking for leaders who:

• Take ownership and solve problems.
• Move quickly and make decisions.
• Stay close to customers.
• Build trust through action.
• Develop high-performing teams.
• Challenge the status quo.
• Stay hands-on when needed.
• Build scalable processes that improve the customer experience.

Key Responsibilities

Leadership

• Build, develop, and lead a high-performing Client Services team across the US.
• Recruit, coach, and mentor Team Leaders, Account Managers, and Client Success teams.
• Create a culture built on ownership, accountability, and customer obsession.
• Lead by example and remain visible within the business.

Client Success & Retention

• Own the overall customer experience after implementation.
• Develop strategies that improve customer retention and long-term value.
• Reduce customer churn through proactive engagement.
• Build strong executive relationships with key restaurant groups and enterprise customers.
• Act as the senior escalation point for strategic accounts.

Operational Excellence

• Build scalable client service processes that support rapid business growth.
• Continuously improve onboarding, implementation, and support journeys.
• Introduce automation where it improves efficiency without compromising customer experience.
• Monitor service performance and drive continuous improvement.

Customer Experience

• Champion a customer-first culture throughout the business.
• Gather customer insight and ensure it influences decision-making.
• Identify recurring customer challenges and work cross-functionally to solve them.
• Ensure every customer interaction strengthens the Foodhub brand.

Commercial Growth

• Partner with Sales to maximise customer lifetime value.
• Identify opportunities for account growth, product adoption and upselling.
• Support commercial initiatives that strengthen customer relationships.
• Ensure service delivery contributes to revenue growth, not just customer satisfaction.

Product & Cross-Functional Collaboration

• Work closely with Product and Technology teams to improve the customer experience.
• Help prioritise product improvements based on real customer needs.
• Build strong collaboration between Client Services, Sales and Operations.

Performance & Data

• Establish KPIs across onboarding, retention, customer satisfaction, response times and client engagement.
• Use data to improve operational performance and customer outcomes.
• Develop dashboards that provide meaningful business insight.
• Regularly review team performance and coach for continuous improvement.

What Success Looks Like

Within your first 12 months, you will have:

• Built one of the highest-performing Client Services teams in the business.
• Increased customer retention and client satisfaction.
• Improved onboarding and implementation experience.
• Reduced churn and increased customer lifetime value.
• Built stronger relationships with enterprise restaurant partners.
• Introduced scalable processes that support continued US growth.
• Become a trusted advisor to the President and Executive Leadership Team.

Key Experience

We're looking for someone who's built and led outstanding customer organisations within high-growth businesses.

You'll likely have:

• Senior leadership experience within Customer Success, Client Services, Account Management or Customer Operations.
• Experience within hospitality technology, POS, SaaS, online marketplaces, food delivery or similar technology businesses.
• Proven experience building and leading high-performing customer-facing teams.
• Strong commercial mindset with experience improving retention and customer lifetime value.
• Experience scaling customer operations in a fast-growing business.
• Comfortable working in founder-led environments where priorities evolve quickly.
• Strong stakeholder management skills with experience managing enterprise customer relationships.

Salary & Benefits

• Salary: Negotiable, depending on experience
• 33 days fully paid annual leave/vacation days (inclusive of all public holidays).
• Enrolment in the company 401K plan with a 3% employer contribution.
• Healthcare insurance contribution from the business (details provided via TriNet).
• Company-provided laptop.