Optiml

Head of Delivery, Customer Success

Optiml

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Lead

Tech Stack

ERP

About the role

  • Deliver complex, multi-stakeholder software implementations on time and within scope, ensuring rapid time-to-value.
  • Partner closely with Sales Key Account Leads on joint account success and expansion.
  • Build a resource-efficient delivery and customer success organization to support a growing enterprise base.
  • Develop a unified Delivery and Customer Success playbook, including onboarding, support, adoption, and value metrics.
  • Establish scalable first and second-level support processes and tools, ensure 24/7 support (SLAs, incident & problem management, observability) and improving KPIs.
  • Identify and manage external delivery and implementation partners, defining clear commercial and operating models.
  • Ensure product feedback loops are systematic: feature requests, integration needs, and recurring blockers flow directly into Product and Tech roadmaps.
  • Enhance customer satisfaction, retention, and expansion by driving measurable business outcomes.

Requirements

  • 10+ years in enterprise SaaS or digital-transformation delivery / customer success, ideally in multi-stakeholder, integration-heavy contexts.
  • Experience leading delivery and success teams for large enterprise clients (real estate, infrastructure, energy, or financial services).
  • Ability to quickly build trust with clients and internal working team.
  • Desire to assume ownership, going the extra mile to deliver for clients, while also able to hold the line or deliver difficult messages with empathy and an eye for alternative solutions when needed.
  • Background in one or more of: Proptech (Deepki, BuildingMinds, etc.) Real Estate Technology (Yardi, MRI, Planon, SAP RE-FX, CAFM/IWMS) Enterprise Software (ERP, EAM, ESG platforms) Consulting / Implementation Lead (Accenture, Deloitte, Capgemini, PwC).
  • Strong program and stakeholder management skills; comfortable with executive steering and matrixed clients.
  • Working knowledge of integrations, APIs, data migration, and enterprise IT ecosystems.
  • Demonstrated ability to build scalable success and support functions and manage partners effectively.
  • Proven commercial awareness—resource forecasting, delivery margins, and expansion identification.
  • Experience building playbooks and teams from first principles in early-stage or high-growth SaaS companies.
  • Fluent in English; German proficiency strongly preferred.
  • UK work permit.
  • Ability to travel in the EU.
Benefits
  • Impact: Play a critical role in scaling a company transforming how real estate decarbonizes.
  • Ownership: Build and own the operational backbone of a fast-growing startup.
  • Growth: Work closely with an exceptional leadership team and gain exposure to all company functions.
  • Culture: Join a mission-driven, high-performance, and collaborative team.
  • Benefits (London): Competitive base salary with meaningful variable and (tbd) VSOP participation; hybrid setup in London; learning & development budget; and travel as needed for clients and events.
Applicant Tracking System Keywords

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

Hard Skills & Tools
enterprise SaaSdigital transformationintegrationAPIsdata migrationprogram managementstakeholder managementresource forecastingdelivery marginscustomer success
Soft Skills
trust buildingownershipempathyproblem-solvingcommunicationteam leadershipclient relationship managementadaptabilitystrategic thinkingcollaboration
Certifications
UK work permit