Head of Customer Success and Delivery
Vor 5 Tagen
We are on a mission to contribute to a zero-waste future by drastically reducing food waste, fuel consumption, costs, and most importantly, CO₂ emissions in the airline industry. Every role in our company is a direct contributor to this vision—and as our Head of Customer Success and Delivery, you’ll be at the heart of the team that makes it possible.You will report directly to our Head of Growth and collaborate closely across multiple teams to drive customer satisfaction, retention, and long-term value.Key ResponsibilitiesOwn customer outcomes across Customer Success, Support, and Implementation.Build and lead the Customer Success/Support/Implementation organization: roles, hiring plan, coaching, and performance management.Define and publish the customer health framework (adoption telemetry, value/impact, SLA attainment) with executive success plans and regular customer/executive reviews.Lead the transition to 24/7 enterprise‑grade support (people, process, tooling, SLAs) and target 99.9% availability with various KPIs in close collaboration with our technical teams.Establish incident/major incident and problem management, runbooks, and observability.Own the implementation methodology and stage‑gates; manage training and ensure successful technical integrations by our customers, typical for airline IT (e.g., flight schedules/SSIM, SSO, weight & balance, passenger data). Set acceptance criteria and Time‑to‑Value targets.Serve as first escalation at executive level; chair Steering Committees; run quarterly tactical, and annual executive reviews to align on goals and value.Own the team operating budget and Implementation Services P&L (margin, utilization, SOW revenue). Partner with Sales/Finance on renewal/expansion forecasts.Own SOWs and change‑control: scope, pricing, risk, and approvals; ensure clean handoffs across Sales, Customer Success, Support, Implementation, and Product.What will make you successful10+ years in Customer Success and Implementation within B2B scale‑ups, including 3+ years leading multi‑team orgs (CS/Support/Implementation) in enterprise SaaS.Track record building/scaling teams and owning budgets/P&L; strong operational rigor with KPI‑driven decision‑making.Hands‑on experience implementing 24/7 support (SLAs, incident & problem management, observability) and improving KPIs.Ownership of enterprise contracts, especially SOWs and formal change‑control processes; proven executive stakeholder management and Steering Committee leadership.Excellent communication and executive presence; able to manage escalations and facilitate trade‑off decisions.Ability to travel internationally for a total of 2–3 months per year for meetings, workshops, go‑lives, onsite relationship management and team events.Nice to have: Airline industry experience, additional languages like German and French.LanguageMin. English C1Expected Travel NeedsA total of 2-3 months per yearWhy LimeFlight?Join our fully remote, mission-driven team dedicated to pioneering sustainable inflight service management. Work on innovative technology solutions with global impact, collaborate within a diverse, international environment, and continuously enhance your skills through ongoing learning opportunities.Experience an engaging, dynamic company culture that values your contributions, creativity, and commitment to shaping a zero-waste future for aviation
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