LimeFlight

Head of Customer Success and Delivery

LimeFlight

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇭 Switzerland

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Job Level

Lead

About the role

  • 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

Requirements

  • 10+ 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
Benefits
  • Flexible working arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessImplementationB2BSaaSKPI-driven decision-making24/7 supportincident managementproblem managementobservabilityP&L management
Soft skills
leadershipcommunicationexecutive presenceescalation managementfacilitationteam buildingoperational rigorperformance managementcoachingstakeholder management