Head of Delivery & Customer Success 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.

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 & portfolio performance.

Since our launch in April 2024, we have been scaling across Europe and the US, receiving significant industry recognition and winning three major Prop Tech awards, including:
🏆 2024 ULI Europe Prop Tech of the Year
🏆 2024 ZIA Prop Tech of the Year

We are backed by $6M in pre‑seed funding from top‑tier US and EU funds, including Innovation Endeavors (the fund of former Google CEO Eric Schmidt), Planet A, Bit Stone, and Kompas.

• ✅ 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.

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…