Customer Operations (US, Seattle)

About the role

The Lead Customer Operations US is responsible for driving the success of Pelico’s deployments in the US market, ensuring measurable customer value, and mentoring one Customer Operations Manager.

Key Responsibilities

• Deployment & Value Delivery
• Drive 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.
• Strategic Customer Partnership
• Build trusted relationships with Supply Chain Directors and senior stakeholders.
• Navigate complex industrial environments to maintain engagement and adoption.
• Identify opportunities for improvement, expansion, or additional value creation.
• Team Leadership & Mentoring
• Establish clear delivery routines, knowledge-sharing processes, and best practices.
• Contribute to recruiting and onboarding future team members as the US activity grows.
• Pre-Sales Support
• Partner with the Sales team to demonstrate Pelico’s value proposition in pre-sales meetings.
• Adapt demonstrations to different audiences (technical, operational, executive).
• Provide feedback from the field to continuously refine value messaging.
• Culture & Cross-Functional Collaboration
• 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

• 3–5+ years of experience in Customer Success, Operations, or Program Management within B2B SaaS, ideally in industrial, aerospace, or manufacturing environments.
• Proven ability to lead complex customer deployments and deliver measurable business value.
• 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’re Looking For

• 3–5+ years of experience in Customer Success, Operations, or Program Management within B2B SaaS, ideally in industrial, aerospace, or manufacturing environments.
• Proven ability to lead complex customer deployments and deliver measurable business value.
• 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 AI-native product that transforms how the world's leading manufacturers plan and optimize operations
• Miami office location with modern workspace and collaborative environment
• Competitive compensation including base salary, performance bonus, and equity (Stock Options for every Pelican)
• Comprehensive benefits package:
• Premium health, dental, and vision coverage
• 401(k) with company match
• Generous PTO policy + company holidays
• 6 weeks of Work from Anywhere
• Professional development: Budget for conferences, courses, and learning
• Flexible work arrangements with remote flexibility
• Work directly with world-class aerospace and manufacturing customers
• Collaborative, impact-driven culture with quarterly team events

Your interview experience

• HR screening Interview : 30-45 mins
• Hiring Manager Interview : 1h
• Product Demo : 1h
• On-site or On-line case study presentation : 1h
• fit Interview : 45 mins

Department

Customer Operations

Role

Customer Operations Specialist

Locations

Seattle

Remote status

Hybrid

Employment type

Full-time

Company

Pelico

Company Website

https://pelico.io

Company Social Media

Pelico on Instagram