Head of Customer Success & Global Services

The Head of Global Services & Customer Success is responsible for the global post‑sales business, covering service, support, applications, training, and customer success across all regions. The role owns strategy, operations, and financial performance for the 30m CHF services portfolio and ensures outstanding customer experience, high equipment uptime, and profitable growth of recurring revenue.

Location: You can work from any BUCHI office either in Germany, France, Italy, Spain, UK or Benelux

(up to 30‑40% travel)

What you do

Strategy and Leadership

• Define and execute a global services and customer success strategy aligned with the company’s commercial and product strategies.
• Lead regional service and customer success leaders (Americas, EMEA, APAC) to deliver consistent, high‑quality execution.
• Build a performance culture with clear goals, accountability, and systematic talent development across all post‑sales teams.

Business and Financial Ownership

• Manage the global services P&L based on annual business plan and budget expectations (service contracts, spare parts, time & material, training, and post‑sales programs).
• Drive profitable growth of recurring revenue via service contract attach and renewal, value‑added service offerings, and lifecycle programs.
• Set and manage KPIs such as service revenue and margin, contract attach rate, renewal rate, NPS/CSAT, uptime, and response/resolution times.

Customer Experience and Success

• Oversee an integrated end‑to‑end customer journey from installation through lifecycle support and renewal.
• Establish and maintain a global customer success framework (segmentation, health scoring, playbooks, QBRs, success plans) for key and strategic accounts.
• Ensure tight collaboration with Sales, Marketing, and Product Management to capture and act on voice‑of‑customer insights for product and portfolio decisions.

Operations, Process, and Tools

• Standardize global processes for field service, remote support, escalation, and customer success engagement, while allowing necessary regional adaptation.
• Lead deployment and continuous improvement of digital tools use by service and support teams to increase efficiency and quality.
• Implement tiered engagement models (high‑touch, hybrid, digital/remote) appropriate to customer segments and product complexity.

Organization and People

• Design and optimize the global support (post‑sales) organization structure, combining central capabilities with regional execution.
• Attract, develop, and retain strong leaders and specialists in service, support, applications, and customer success; maintain a succession pipeline.
• Foster a culture of customer centricity, collaboration, and continuous improvement across all post‑sales teams.

Governance and Stakeholder Management

• Serve as the primary leader for point of accountability for life cycle topics towards the CCO, Executive Team, and Board when required.
• Partner with regional general managers and sales leaders to align services and customer success plans with regional go‑to‑market and growth objectives.
• Provide regular performance reviews, forecasts, and improvement plans for the global services and customer success business.

What you bring

• 8+ years of experience in service, customer success, or post sales leadership roles in a global B2B environment; experience with scientific instruments, life science, or industrial/analytical equipment strongly preferred.
• Demonstrated success leading regional or global service and/or customer success teams with revenue and margin accountability.
• Strong commercial acumen with a track record of growing recurring revenue and improving service profitability.
• Solid understanding of both field service operations and customer success methodologies (adoption, value realization, retention, expansion).
• Experience implementing or scaling global processes and tools (CRM/CS platforms, service management systems, analytics).
• Excellent leadership, communication, and change‑management skills; comfortable operating across cultures and functions.
• Fluent in English; additional major languages (e.g., German, French) a plus.
• Bachelor’s or Master’s degree in engineering, business, or related field.