Head of Customer Success

What started with a shared love of food and technology has evolved to become the only neutral, cross-brand platform that seamlessly brings appliances, home cooks, and recipes together–Fresco’s KitchenOS.

Smart kitchen appliance users are expected to reach 248 million worldwide by 2027. The Fresco KitchenOS platform is designed to facilitate the transition to that future for both appliance makers and home cooks. Fresco connects any compatible appliance, across brands so that users can focus on what they do best, preparing meals and are committed to building the best possible cooking experience.

From iPads and smart speakers to appliance screens and smart home assistants, Fresco delivers an effortless cooking experience and connects dots in the kitchen. Fresco partners with the appliance makers like BOSCH, Kenwood, Instant Brands, GE Appliances, Electrolux, LG, Thermomix and Panasonic and are growing fast.

Founded in 2012, Fresco currently operates globally and has offices in Dublin, Ireland, and Spain.

About the role

This is an opportunity to join a visionary team and spearhead the customer success function at Fresco. By assembling a team of like-minded customer success pros, you'll be responsible for leading, motivating, and managing Fresco’s customer success teams to achieve satisfaction, renewal, and upsell targets.

As the Head of Success, you'll report to the CEO and work closely with the rest of the executive team to ensure strategic alignment and efficient execution.

Key Responsibilities:

• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Build, scale, train, and optimize the customer success team, including implementation, customer success, and strategy.
• Design and execute an implementation & success strategy with multiple customer stakeholders.
• Lead strategy and operations to focus on process definition & improvements and metric-driven reporting and decision-making.
• Partner with Product to ensure customer needs are understood and addressed through our product roadmap.
• Partner with Sales & Marketing to align company go-to-market with upsell and cross-sell opportunities.

Key Requirements:

• 10+ years experience building and managing a team
• Experience in enterprise software
• Experience managing and/or architecting modern customer success systems to manage the customer relationship throughout the lifecycle
• Proven track record of successfully scaling customer success through multiple stages of company growth in an enterprise environment
• Proven ability to collaborate effectively with marketing and sales to help build a strong, cohesive go-to-market machine
• Customer success management/leadership experience in tech-enabled service and/or SaaS organizations
• Desire to make profound impact on company's growth trajectory
• Positive attitude and a willingness to do what it takes to be a significant contributor to a fast-moving team

What is it like working at Fresco?

We get a lot done by prioritizing well and being effective instead of busy. We care deeply about our customers and the product experiences we provide. We treat each other with respect, speak our minds, and always listen to each other—regardless of function or seniority. We are authentic, humble, and most importantly, trust each other to do a great job.

When we aren’t working, you’ll find us on company retreats, taking lunches in the park, doing yoga in the office, going to whiskey tastings, or cooking for each other.

We offer a competitive compensation package, equity, healthcare, a hybrid working model, and much more.

Like with any good meal, a career at Fresco is both rich and rewarding, with many opportunities and room for growth. If you’re ready to serve up your best work at Fresco, get in touch!

Just like the ingredients in our kitchen, we believe that diversity of ideas is what makes the workplace great. Fresco is proud to be an equal opportunities employer, and we are committed to building a diverse and inclusive workplace. We welcome and encourage applications from candidates from a range of national, ethnic, or cultural groups. This job description works as a guide for the caliber of person we need, but we also understand that skills are transferable. If you are an exceptional candidate with mismatching experience, please apply and explain why you would be a great fit for Fresco.