Head of Customer Success & Onboarding

Purpose of role: The Head of Customer Onboarding & Success will lead the onboarding of new customers onto the Ezora financial control and analytics solution and to ensure that existing customers continue to receive the full benefits of the Ezora service. This is a remote working role, based in Ireland, with occasional travel to company events or meetings.

Please note applications must apply via this link: https://ezora.hirehive.com/head-of-customer-onboarding-success-dublin-ezekma

About Ezora

Ezora is a scaling Irish SaaS company that has built an innovative financial control and analytics platform. As part of our solution, we integrate with a number of systems from some of the largest brands in the Food & Beverage and Retail sectors, including McDonald's, Burger King, KFC, Starbucks, Costa, and M&S.

The Ezora platform ingests, validates, and reconciles operational and financial data into a single verified source of truth, automating up to 95% of customers' monthly accounting entries. Coupled with that, our analytics layer provides bespoke metrics, visualisations and reports that key decision-makers in these brands use to run their companies on a daily basis.

On top of this verified data, Ezora also enables AI-powered analysis, letting customers connect their own data securely to a leading AI model and interrogate their numbers in plain language, with the model reasoning only over data that has already been validated and reconciled.

Why this role exists

Ezora is growing its customer base of QSR and retail franchise operators, and our ability to deliver new implementations and manage existing client relationships needs to scale with it. As we grow, we need a dedicated owner for client communication and project coordination, someone who can give every project a single, consistent owner from kickoff through to go-live and beyond.

You'll become the day-to-day owner of every customer implementation and project at Ezora - the person who knows what's happening, when, and why, across every live engagement. You'll be the connective tissue between our customers, our CEO, our delivery teams, and any third parties involved, making sure nothing falls through the cracks and every customer feels looked after.

This is a foundational hire for Ezora. Done well, it directly improves how fast we get paid for the work we've sold, how happy our customers are, and how much founder time is freed up for growth.

What you'll doIn your first 6 months, the priority is delivery and communication

• Own the project plan for every new customer implementation: timelines, milestones, deliverables, resourcing, and dependencies.
• Be the primary point of contact for customers during implementation and ongoing delivery.
• Track every open project in the business at any given time, and be able to answer "what's the status of X" without needing to ask anyone else.
• Coordinate everyone involved in getting a project over the line - the customer, third parties, our internal business teams, and our tech team.
• Work closely with the leads of our data, analytics, and finance functions to plan and sequence delivery work realistically.
• Identify and flag risk early: projects stalling, unclear scope, missing information, or customers going quiet.
• Build and maintain a simple, reliable way for the leadership team to see project status across the whole book at a glance.

As you settle into the role, this expands into customer success

• Take ownership of customer success for key accounts: proactively checking in, understanding how customers are using Ezora, and spotting risk or opportunity before it becomes urgent.
• Build relationships with customer stakeholders beyond the implementation team, so Ezora has more than one point of contact within each account.
• Represent the voice of the customer internally - feeding insight back into product, delivery process, and how we sell.
• Help define what "customer success" looks like at Ezora as we grow: what we measure, how we check in, and how we catch problems before they become churn.

What we're looking for

• Industry background. You've worked in or closely with QSR, hospitality, retail, or franchise operations - you understand the operational and financial pressures our customers face, and you can speak their language from day one.
• Empathy and customer instinct. You can genuinely see things from the customer's point of view, even when it's inconvenient for us. You advocate for the customer and ensure they get what they need.
• Excellent communication. You can talk to a franchise operator, a finance team, and a developer in the same week and be clearly understood by all three. You write clearly, you don't let things go unsaid, and you're comfortable delivering difficult updates as well as good news.
• Highly organised. You naturally track multiple moving parts without dropping any of them. You bring structure and visibility to things that are currently informal.
• Financial literacy, financial systems & data systems. You have a strong understanding of financial systems, restaurant or retail systems and strong reporting and analytical skills.
• A track record of delivery. You've run projects that involved coordinating multiple groups - internal teams, customers, third parties - to hit a deadline or outcome. You know how to build a realistic plan and hold people (including yourself) to it.
• Seniority and scope. You've operated at a senior level before - leading a delivery, project management, or client services function, not just contributing to one. You're comfortable owning outcomes across a whole portfolio of projects and pushing back when priorities or resourcing don't add up.
• Comfortable with ambiguity early on. This role doesn't have a well-worn playbook at Ezora yet. You'll help build the process as well as run it.

No specific qualifications are required. We care much more about relevant experience and evidence of the traits above than about formal credentials. Project management certifications (PMP, PRINCE2, Agile/Scrum) are a plus but not a requirement.

What success looks like

• Every open project has a clear plan, owner, and status that anyone on the leadership team can check at any time.
• Closed contracts move to live/billing faster and more predictably, with far fewer projects stalling for reasons within our control.
• Customers feel they have a consistent, reliable relationship with Ezora - someone who knows their context and follows through.
• Over time, you own a clear view of customer health across our key accounts, and can speak confidently to how happy each of them is with Ezora.