Lead Customer Operations

Lead Customer Operations & Success (Europe) Apply for the Lead Customer Operations & Success (Europe) role at Pelico. Pelico is an innovative French scale‑up on a mission to revolutionize manufacturing intelligence through resource optimization. Since 2019, we have transformed operations for industry leaders in aerospace, industrial equipment, and luxury watchmaking across 15+ countries, trusted by Airbus, Safran, Cartier, Daikin, and Eaton. About Pelico Pelico empowers factories with a cutting‑edge SaaS Supply Chain Operations platform that enables teams to navigate disruptions, maximize efficiency, and ensure continuous productivity. With a dynamic team of over 130 professionals across the US and France, Pelico fosters an environment that encourages innovation, collaboration, and excellence. Key Responsibilities Lead customer deployment projects end‑to‑end, ensuring milestones are met and value is measurable. Align deployment outcomes with customers’ operational objectives and ROI expectations. Monitor project health, proactively manage risks, and ensure customer satisfaction. Build trusted relationships with Supply Chain Directors and senior stakeholders. Identify opportunities for improvement, expansion, or additional value creation. Mentor and coach one Customer Operations Manager to enhance performance and autonomy. Establish clear delivery routines, knowledge‑sharing processes, and best practices. Contribute to recruiting and onboarding future team members as the US activity grows. Partner with the Sales team to demonstrate Pelico’s value proposition in pre‑sales meetings. Adapt demonstrations to different audiences (technical, operational, executive). Provide field feedback to continuously refine value messaging. Actively promote Pelico’s values: Ownership, Empowerment, Resilience, Outcome Orientation, Playfulness. Foster collaboration across Customer Operations, Product, Engineering, and Sales teams. Represent Pelico at key customer meetings and industry events. Preferred Qualifications & Skills 7–10 years of experience in Customer Success, Operations, or Program Management within B2B SaaS, or in industrial, aerospace, or manufacturing environments. Proven ability to lead complex customer deployments and deliver measurable business value. Experience mentoring or coaching at least one team member – strong “player‑coach” mindset. Solid understanding of supply chain operations and industrial processes. Strong analytical and data‑driven approach to demonstrate ROI and value creation. Excellent stakeholder management and communication across technical, operational, and executive levels. Capacity to navigate complex customer environments and handle escalation with composure. Familiarity with CRM and project management tools (HubSpot, Salesforce, Jira, Notion, Asana). High level of autonomy, structure, and ownership in execution. Ability to support pre‑sales activities, from demos to value articulation. Alignment with Pelico’s core values: Empowerment, Ownership, Resilience, Outcome Orientation, and Playfulness. What We Offer Work on a highly impactful product that users love. Office locations: In the heart of Paris (75002) and Miami, USA. Stock Options: Available for every employee. Remote Flexibility: Enjoy the freedom to work from anywhere. Premium Health Coverage: Up to 70% covered by Pelico (Alan Healthcare). Meal Allowance: €10/day worked, covered at 50% (via Swile card). Transportation Support: 50% public transportation coverage or an equivalent sustainable mobility package. Collaborative Environment: We foster a vibrant, growth‑focused workplace where professional development and team connections thrive. Location You will be based in Paris, with English as your working language. We offer a hybrid work arrangement. #J-18808-Ljbffr