Senior Head of Customer Experience (CX)

Location: Barcelona (3-4 days/week on-site)

The role

We’re hiring a Senior Head of Customer Experience (CX) to own and scale the entire post-sales journey: Onboarding, Support, Account Management, Expansion & NDR.

You’ll report directly to the CEO, be part of the leadership team, and lead a 10-person CX organisation. Your mission: build a highly scalable, AI-powered CX engine that still feels personal, drives revenue, and impacts the P&L.

This is a hands-on role: talking to customers, jumping on calls, coaching the team live, and designing the strategy that will take us from thousands to tens of thousands of SMB customers and towards €10M+ ARR.

haddock

At haddock we’re building the first Point of Control (POC) SaaS for restaurants in Europe, the central place where restaurateurs run their entire business.
Last month we launched the world’s first AI Agent for restaurants, and it’s already reshaping how operators work day to day.

We are the market leader in Spain, and our vision is to expand across Europe and define the future of restaurant operations.

Over the last 12 months we’ve doubled ARPU, significantly reduced churn, and increased NDR and now we’re ready to operate at a different scale.

About you

Experience

· 10+ years in SaaS B2B / startups.

· Has lived 0→€10M+ ARR and scaled from thousands to tens of thousands of SMB customers.

· Strong SMB background (restaurants/hospitality is a plus).

· Has led teams in CX/CS/AM/Sales.

· Proven track record owning revenue from existing customers.

Skills & mindset

· Hands-on: you get on calls, solve complex cases, coach live.

· Strong at process, prioritisation and P&L impact.

· Comfortable with OKRs, data and dashboards.

· Passion for building high-performance teams.

AI & tools

· Mandatory: real experience using AI to scale CX (agents, automation, routing…).

· Strong experience with CRM and CX tools (HubSpot, Crisp/Intercom/Zendesk…).

· Obsessed with scaling without unnecessary headcount.

Personality

· Ambitious, competitive, transparent.

· Loves feedback, challenges and fast-paced environments.

· Cares about long-term customer relationships and hitting numbers.

· You have a genuine passion for the restaurant world and the people who make it possible.

What you’ll do

NDR & Strategy

· Own NDR for the existing customer base (upsell, expansion, churn).

· Build and execute a strategy to reach 140%+ NDR.

· Track key metrics: CSAT, NPS, churn, time-to-value, resolution times.

· Turn churn/usage patterns into playbooks and product feedback.

Team & Coaching

· Lead and develop a team of ~10 across onboarding, support and AM.

· Build a high-performance culture: clarity, feedback, OKRs.

· Coach weekly (calls, tickets, case reviews).

· Decide when hiring makes real sense for the P&L.

Operations & Process

· Own the full post-sales operating model.

· Create and refine playbooks (onboarding, QBRs, renewals, expansion).

· Prioritise workload and focus for maximum impact.

· Work tightly with Sales, Product and Data.

AI & Scale

· Use AI agents and automation to scale CX to tens of thousands of SMB customers.

· Drive the shift from “humans + tools” to AI-first CX with human touch.

· Iterate on our stack (HubSpot, Crisp, Stripe…) and future in-house AI products.

Customer Voice

· Be the internal voice of the customer.

· Extract insights from thousands of interactions.

· Work with Product to drive adoption, reduce churn and increase ARPU.

What success looks like in 12 months

· NDR trending toward 140%.

· A clear, scalable CX engine with strong ownership, SLAs and dashboards.

· Faster onboarding and significantly reduced time-to-value.

· Support SLAs improved and partially automated with AI.

· A CX team recognised as elite and high-performance.

· You become a trusted partner to the CEO on customer revenue.

What we offer

We don’t publish a salary range, we will share it with you in our first call.

· Top compensation for a pre-Series A in Barcelona.

· Uncapped variable tied to clear CX & revenue metrics.

· Stock option compensation

Perks

· Flexible working hours + remote days when needed.

· Coffee and weekly fruit.

· Playflow for flexible payroll.

· Urban Sports membership.

· Alan private health insurance (partially covered).

How we work

· 3-4 days on-site in Barcelona.

· Fast-paced, customer-obsessed, high-ownership culture.

Our hiring process

1️⃣ Initial fit call (15–30 min)
2️⃣ Interview with the Hiring Manager (30–45 min)
3️⃣ Practical case (45–60 min)
4️⃣ Culture fit interview with the Founders (30–45 min)

⏰ The full process takes 2–3 weeks, and you’ll receive feedback within 3–5 days after each step. We believe in clear, transparent and respectful communication.
Our goal is to have this position filled during Q1 2026.

💡 Pro tip: If in the first call you don’t know what haddock is, you'll be instantly disqualified 😉