Senior Head of CX, Haddock
Native Spanish Speaker
+ · Stock option compensation
3-4 days a week in office
Restaurant management software
Be an early applicant
Restaurant management software
21-100 employees
Be an early applicant
+ · Stock option compensation
3-4 days a week in office
21-100 employees
Company mission
To inspire and empower millions of restaurants by taking their business to the next level.
Role
Who you are
- 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
- 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
- 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
- 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 the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- Our goal is to have this position filled during Q1 2026
Application 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
- 💡 Pro tip: If in the first call you don’t know what haddock is, you'll be instantly disqualified
Our take
In the restaurant industry, cost control is an essential aspect of maintaining a profit. By successfully managing the costs of food, labour, and overhead expenses, restaurants can optimise their margins and increase profitability. Many restaurants look to SaaS companies to provide them with specialised software solutions that save management valuable time and help them stay on top of the competitive restaurant industry.
Barcelona-based Haddock is helping restaurants improve their margins thanks to real-time cost control. Through the use of AI, Haddock is making it easy for customers to digitise documents as well as export data to make better decisions and optimise their business.
Haddock has witnessed steady growth since its inception in 2020 and is now home to over 1,000 customers. Accepted into the Y Combinator accelerator programme in 2021, the startup has since gone on to open new offices and make way for new employees for a promising future in restaurant software.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Mar 2022
$0.2m
SEED
Apr 2021
$3.6m
SEED
Total funding: $3.7m
Company benefits
- Flexible working hours and Remote work. Got a flight to catch? Don't worry, go! Take it!
Company HQ
Dreta de l'Eixample, Barcelona, Spain
Leadership
Arnau Navarro
(Co-Founder & CEO)Previously co-founded the mobile app Group where they served as CEO. They also have experience as the Internationalisation Manager at TEXFOR, as Country Manager at GINETEX Spain, and as a Lead Generation Manager at NoviCap.
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