LimeFlight

Customer Success Manager

• Own 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

Head of Customer Success and Delivery