Customer Success Team Lead

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: 8+ million kg of food waste eliminated in 50+ countries (and counting!).

We don't just offer technology; we're a trusted partner to our customers, working alongside them to create lasting change. Our AI monitor sits above the bin, recognises every discard, prices it at what the kitchen actually pays for its food, and turns it all into weekly actions a chef can use. From five-star hotels to global contract caterers, our customers use Orbisk to turn food waste from a number they measure into a cost they manage.

With our team growing, we're looking for a Customer Success Team Lead to build and run the team that keeps and grows our customer base, and helps every kitchen waste less. Let's create impact together!

What's on the menu?

You lead a team of Customer Success Managers across all our markets, and you own the revenue of our installed base: what we keep, what we renew and what we grow.

This is a player-coach role. You coach the team and hold it to a clear commercial standard. You keep a small portfolio of strategic accounts yourself, so you stay close to customers and lead by example in renewals and negotiations.

You also shape where Customer Success goes next. With leadership, you decide where your team adds the most value, and you build the playbook, rituals and data that let each CSM handle a bigger portfolio without losing quality.

A typical week: a pipeline and renewal review with your team on Monday, a joint call with a CSM to unblock a tricky renewal with a hotel group, a session with Product on what customers are asking for, and a business review with one of your own accounts.

You work closely with Sales, Account Management, RevOps, Product and Operations.

Your team

• Lead, coach and develop the team. Run weekly 1:1s, give direct feedback and grow people into commercial owners.
• Set clear targets per CSM for retention, expansion and adoption, and hold the team to them.
• Hire well: shape the profile, interview and onboard new CSMs as the team grows.
• Decide how accounts are allocated by market, segment and size.

The revenue of the installed base

• Own net revenue retention and renewals across the Customer Success portfolio.
• Run the renewal engine: every renewal visible months ahead, risks escalated early, contracts signed well before the end date.
• Turn the team into an expansion engine: opportunities spotted, qualified and closed, with Sales on the biggest ones.
• Own the Customer Success forecast and present it to leadership every week.
• Lead the renewals and expansion of your own strategic accounts.

The playbook

• Build and keep up the playbook: onboarding, adoption, business reviews, renewal and expansion.
• Define the health signals that predict churn and expansion, and make sure the team acts on them.
• Make HubSpot the single source of truth for the team, with clean data and clear stages.

Across Orbisk

• Bring the voice of the customer to Product and Operations, with structured feedback and priorities.
• Agree hand-overs with Sales and Account Management, so no customer falls between two teams.
• Work with RevOps on reporting and targets.

What success looks like

You are measured on the revenue your team keeps and grows, and on a team that can do it without you in every call.

• Net revenue retention of the Customer Success portfolio.
• Renewal rate: the share of ARR up for renewal that renews.
• Early renewals: the share of renewals signed well ahead of the end date.
• Expansion: new ARR from the installed base.
• Forecast accuracy: renewals and expansion land where you said they would.
• Team: every CSM hitting their targets, and regretted attrition kept low.

By day 60 you know the portfolio and the people, have a renewal and risk view of every account, and have agreed team targets with leadership. By day 90 the playbook is in place, the forecast is trusted and expansion is a weekly habit in the team.

What you bring to the table

• You have led a team with a revenue target for two years or more, in customer success, account management or sales.
• You have turned a service-minded team into one that sells. You set expansion targets, changed how people were paid or measured, and the numbers moved. You can show how.
• You have owned retention and expansion numbers for a portfolio, and you can show how you moved them.
• You are a strong negotiator. You have closed renewals and expansions with multi-stakeholder customers, from operational teams to procurement and executives.
• You coach people to perform. You give direct feedback, set a clear standard and help people grow into it.
• You build structure. You have set up playbooks, health scores, forecasts or CRM processes, ideally in a start-up or scale-up.
• You work with data. ARR, retention, pipeline and forecast are your daily language.
• You understand how hotels, restaurant groups and catering operations run, and how they make purchasing decisions.
• You are fluent in English. Any additional language is a strong plus.

Things that would make us extra excited

• You have scaled a Customer Success team through fast customer growth.
• You have worked in hardware plus software, or in a subscription business with multi-year contracts.
• You have a background in hospitality or F&B, or a network in hotel groups or contract catering.

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 chance to shape a team from the ground up. Plus, you'll be part of a team that's driven, innovative, and just a little adventurous. And of course, we've got some great perks to offer too:

• 30 days annual leave.
• 7% pension contribution.
• A monthly wellness budget, home office budget and travel allowance.
• Free lunch at the office.
• €500 a year for your own learning and development
• Regular company activities to connect, celebrate and have fun together.

A team for a better world

Ending food waste takes the brightest, most passionate minds, and we know the best ideas come from bringing different perspectives together.

We strongly believe we all do our best work when we're free to be ourselves. That's why we're committed to building diverse and inclusive teams where everyone belongs.

We are an equal opportunity employer, and all hiring decisions are based on qualifications, merit and business need. If you need any reasonable adjustments at any point in the application or interview process, please don't hesitate to reach out.