VP Customer Success

Who are we?

Hi Auto is a fast-growing technology company that specializes in developing AI-powered voice automation solutions for the restaurant industry. Our cutting-edge technology enables restaurant owners to streamline their operations and improve their customer experience by offering voice-enabled ordering and payment solutions.

The company is headquartered in Israel with R&D and operations teams across the globe. We are passionate about driving innovation and making a difference in the industry.

Role Overview

We are seeking an experienced and dynamic Head of Customer Success to lead and manage all customer-facing departments (excluding sales). This senior management role requires a proactive leader with a proven track record in startups, particularly with US customers, who can drive the success of our Support, Pilot Project Managers (PMs), and Scale PMs teams. The position is primarily remote, with the requirement to work in the Tel Aviv office once or twice a week.

Key Responsibilities

• Lead and manage three managers overseeing Support, Pilot PMs, and Scale PMs departments, with teams located in Israel, the US, and the Philippines
• Develop and implement strategies to enhance customer satisfaction and success; We're expecting highly analytical, data-driven approaches
• Drive customer success through classic methods such as product communication (newsletters, webinars) and the development of training materials.
• Oversee the planning and execution of customer pilots, ensuring successful scaling from pilots to fully scaled phases.
• Foster a culture of high ownership and proactive problem-solving. Collaborate with cross-functional teams to ensure a seamless customer experience—your job is to make sure everything behind the scenes works smoothly
• Be available for meetings during US business hours to coordinate with international teams and customers.
  
  

• Extensive experience in customer success roles within startup environments, particularly with US customers - at least 5 years
• Proven experience in managing managers and leading diverse teams across multiple locations
• Strong background in planning, executing, and scaling customer pilots.
• Exceptional English language skills, both written and verbal.
• Demonstrated ability to take ownership and drive initiatives proactively.
• Highly analytical and data-driven.
• Experience working with large enterprises is a benefit.
• Willingness to engage hands-on with teams and processes to ensure success.