Head of Delivery & Customer Success [100%], Zurich / Munich / Hybrid

About You

As Head of Delivery & Customer Success, you will ensure that every Optiml customer achieves measurable value — from first implementation through long-term adoption and expansion.

You will work hand-in-hand with the Sales Key Account Lead, who retains full commercial ownership of each client. Together you’ll form an integrated account team: you lead delivery, onboarding, and value realization; they own commercial strategy and growth. You’ll jointly plan cross-sell, upsell, and account-expansion opportunities, ensuring success on both sides.

Success in this role is owning one of our key North Stars and ensuring that the systems and processes are fit for purpose, not only to achieve it, but to maintain and improve on it.

Internally, you’ll assemble lean cross-functional delivery squads from existing Product, Tech, Data, and CS teams, ensuring the right expertise is mobilized for each deployment without adding unnecessary overhead.

Externally, you’ll manage senior client stakeholders — from Heads of Fund Management to operational users such as Fund Managers, Asset Managers, ESG Managers, and Transaction Managers — guiding them through implementation, onboarding, and value realization.

You will also build and scale Optiml’s Delivery and Customer Success strategy: define the playbook, shape first- and second-level support, identify delivery and implementation partners, and design an efficient commercial and operational model.

A key part of your mandate is to ensure product feature requests and integration needs are systematically captured, qualified, and fed back to Product and Tech to inform roadmap decisions.

If you excel at orchestrating complex enterprise implementations, leading customer success strategy, and turning customer outcomes into growth—this is your role.

About Optiml

Optiml is revolutionizing real estate with our Real Estate Decision Intelligence (REDI) software—a new category of AI-powered technology that helps decarbonize buildings while optimizing asset performance.

Since our launch in April 2024, we have been scaling across Europe and the US, receiving significant industry recognition and winning three major PropTech awards, including:

🏆 2024 ULI Europe PropTech of the Year
🏆 2024 ZIA PropTech of the Year

We are backed by $11M in Seed funding in early 2026 from top-tier US and EU funds, including Motive Ventures, Innovation Endeavors (the fund of former Google CEO Eric Schmidt), Planet A, BitStone, and Kompas.

Now, we are expanding our delivery capability to ensure every Optiml customer achieves full value realization through smooth, enterprise-grade implementations.

Key Objectives

✅ 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.

Your Responsibilities

1️⃣ Delivery Leadership & Program Governance

• Lead enterprise implementations end-to-end—scoping, governance, planning, execution, and success measurement.
• Mobilize cross-functional delivery squads from internal teams to maintain a lean operational model.
• Establish and enforce delivery methodologies (RAID, milestones, steering committees, documentation standards).
• Track and report delivery KPIs: time-to-value, CSAT/NPS, on-time delivery, and scope adherence.

2️⃣ Customer Success & Support Excellence

• Define and roll out Optiml’s Customer Success strategy and playbook globally —covering onboarding, adoption, and ongoing value realization.
• Build scalable first and second-level support processes and tools (ticketing, knowledge base, escalation paths).
• Develop success metrics and health-scoring to proactively identify at-risk or expansion-ready accounts.
• Coordinate customer communication during go-live and post-implementation phases, ensuring satisfaction and referenceability.
• Identify and onboard strategic delivery and support partners, defining engagement models and quality standards.

3️⃣ Stakeholder Management & Account Collaboration

• Partner closely with Sales Key Account Leads, ensuring joint planning, transparent communication, and clear accountabilities.
• Support upsell, cross-sell, and expansion through delivery excellence and insights.
• Manage senior client relationships, engaging both decision-makers and user groups across functions and geographies.
• Ensure clear expectation setting with customers, outlining what is in about out of scope per contract and product roadmap

4️⃣ Technical Integration & Feedback Loop

• Oversee configuration, data migration, and integrations with client systems (ERP, CAFM, ESG, asset-management tools).
• Ensure systematic translation of business requirements into clear technical deliverables for Product and Tech teams.
• Ensure feature requests, integration needs, and recurring blockers are captured, qualified, and systematically relayed to Product and Tech to guide roadmap priorities.
• Maintain strong collaboration with Product Management to close the loop between delivery insights and product development.

5️⃣ Commercial & Operational Excellence

• Support Sales in pre-contract delivery scoping, resource estimation, and SOW definition for large enterprise deals.
• Manage delivery resource allocation, efficiency, and utilization across projects.
• Build reporting frameworks linking delivery performance to customer outcomes and commercial expansion potential.
• Co-own delivery margin and cost-to-serve targets with the CCO.

6️⃣ Team & Capability Building

• Build a resource-efficient team that scales delivery and success capacity in step with customer growth.
• Hire and mentor project managers, onboarding specialists, and support staff as needed.
• Identify partners and contractors to supplement capacity during peak implementation periods.
• Foster a high-performance culture emphasizing ownership, collaboration, and customer value.

✅ You Have:

✔ 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.

✔ Swiss or EU citizenship (required at current company size).