BUCHI Laboratory Equipment
Head of Customer Success & Global Services
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Role Purpose
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.
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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 leadership experience in global service, customer success, or after-sales organizations within a B2B environment, including at least 5–10 years of direct service business management with responsibility for leading field service teams.
- Experience with scientific instruments, life science, laboratory, or industrial/analytical equipment is strongly preferred.
- Proven track record of leading regional or global service organizations, driving operational excellence, service quality, customer satisfaction, and sustainable business growth.
- Strong service business acumen with experience managing service operations, field service performance, resource planning, service profitability, and operational KPIs.
- Deep understanding of the end-to-end service lifecycle, including installation, commissioning, preventive maintenance, repairs, technical support, spare parts, field service operations, and customer success.
- Experience implementing, standardizing and scaling global service processes, service management systems, CRM platforms, and performance analytics to improve efficiency, consistency, and customer outcomes.
- Strong leadership, communication, and change management skills, with the ability to lead international teams and collaborate effectively across functions and regions.
- Fluent in English; additional major languages (e.g., German or French) are an advantage.
- Bachelor's or Master's degree in Engineering, Technical Sciences, Business, or a related field.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Please send your complete application documents in English to Nicole Schwerdtfeger, People & Culture Partner Europe to schwerdtfeger.n@buchi.com.
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