Head of Customer Success and Delivery

TL;DR

Head of Customer Success and Delivery: Leading customer success initiatives and implementation strategies to drive satisfaction and retention with an accent on building a high-performing team and operational excellence. Focus on managing customer outcomes, support transitions, and ensuring successful technical integrations in the airline industry.

Location: Remote

Company

Join a mission-driven team committed to sustainable aviation and innovation.

What you will do

• Own customer outcomes across Customer Success, Support, and Implementation.
• Build and lead the Customer Success/Support/Implementation organization.
• Define and publish the customer health framework.
• Lead the transition to 24/7 enterprise-grade support.
• Establish incident and problem management processes.
• Manage training and ensure successful technical integrations.

Requirements

• 10+ years in Customer Success and Implementation within B2B scale-ups.
• 3+ years leading multi-team organizations in enterprise SaaS.
• Hands-on experience implementing 24/7 support.
• Excellent communication and executive presence.
• Ability to travel internationally for 2-3 months per year.