Customer Success & Service Delivery Lead

Job description

[Deligo](https://deligovision.com/) is a leader in visual AI self-checkout for the convenience retail industry, trusted by global brands like Compass, Sodexo, Marks & Spencer, and Spar. We build advanced visual AI — developed by a top-notch machine learning team — to recognize food and retail items instantly. No barcodes, no manual scanning. Just place your items and tap to pay — it’s that simple. The result: a magical experience that improves everyday lives by saving time standing in checkout lines. But this isn’t just exceptional tech: We are a tight-knit team of curious, passionate and ambitious builders who take pride in our craft and value trust in everything we do. If you’re looking to join a rocket ship and help redefine the future of AI-powered checkout, we’d love to meet you! 🚀 ## **Role at a glance** As our Customer Success & Service Delivery Lead, you will lead Deligo’s Customer Success function and manage its team and priorities, ways of working and future growth as our customer portfolio expands. You will own the Hypercare journey, ensuring newly deployed sites transition successfully from go-live into stable, long-term operations. You will also lead improvement projects for underperforming or high-priority sites and coordinate cross-functional teams to resolve complex customer and operational challenges. This is a hands-on leadership role combining team management, customer-facing project delivery, analytical problem-solving and operational improvement: you will build scalable processes, use performance data to guide priorities, and identify opportunities to improve Customer Success through automation, tooling and product enhancements. ## **How you’ll make a difference** - Own the Hypercare journey for newly deployed customer sites and ensure a successful transition into Business as Usual - Lead, manage, and develop the Customer Success team (currently consisting of 2 people), and support the scaling of the function as the customer portfolio expands - Build trusted customer relationships through proactive, clear and transparent communication on performance, priorities and progress - Lead customer conversations during complex situations and escalations, setting clear expectations and maintaining confidence through to resolution - Lead improvement projects for underperforming or high-priority sites from investigation through to resolution - Analyse performance, customer adoption and operational KPIs to identify the most important areas for improvement - Build tooling that makes Hypercare and Customer Success more efficient, working closely with our Product team and using the latest AI tools to accelerate your work ## **What makes you a great fit** - Bachelor’s degree in business, engineering, science or a related field - Fluent professional English, both written and verbal, is essential - Experience in a customer-facing B2B role within Consultancy, Customer Success, Implementation, Operations, Service Delivery, or a related field - Experience owning complex customer projects or operational issues from identification through to resolution - Excellent project management skills, with the ability to manage several workstreams and priorities simultaneously - Confident and professional communication, including experience handling challenging customer conversations Experience leading and aligning cross-functional teams and stakeholders; direct people-management experience is beneficial but not required - Structured and analytical problem-solving, with the ability to use data and customer insights to determine the right actions - A strong sense of ownership and the drive to create structure where little exists - A hands-on, collaborative approach and comfort working in a fast-changing environment ***Bonus*** - Experience in SaaS, startup or scale-up environments - Retail, hospitality, food service or payments technology - AI or computer vision products - Hypercare, dashboards or process automation - Fluency in French or German language ## **Why join us** - Opportunity to join at an early stage, making a visible impact in a fast-scaling startup - Real influence on how our products and processes evolve, with freedom to innovate - A collaborative, creative, and transparent culture where contributions are recognized - A spacious, shiny, dog-friendly office in the heart of Budapest with great transport, tasty snacks, and vibrant team events - High-tech equipment - Flexible working hours and hybrid approach - Competitive salary ## **Details** - **Start:** As soon as you are ready - **Location:** Budapest - we operate with an office-first approach, typically requiring 3-4 days per week in-office - **Contract:** Permanent - **Compensation:** Competitive package based on experience ***If you’re ready to help build a truly seamless and magical checkout experience, we encourage you to connect and explore future opportunities with Deligo. We’re looking forward to receiving your application!***