Job Description
ABOUT DEPARTER - THE KNOW-WHO PEOPLE
Departer is a leading German Executive Search firm with over 20 years of experience in global leadership recruitment. We specialize in placing executives in medium-sized enterprises and private equity portfolio firms across DACH, MEAI, ASIA and ANZ regions. With a deep understanding of the DACH economy, we facilitate successful placements within global management teams across corporate headquarters and entities abroad.
Our client is a fast-growing international renewable energy group operating an AI-powered solar infrastructure platform. Through its integrated platform and service ecosystem, the company enables solar installers and storage professionals to manage design, procurement, financing, and operations in a highly efficient, data-driven way - allowing partners to deliver smarter, faster, and more profitable energy projects.
As part of its continued international expansion, the company is strengthening its European leadership structure and is currently seeking a Customer Success Lead (m/f/d) to oversee the Eastern European region.
Your duties and responsibilities will include:
- Lead the Customer Success function for Eastern Europe, including regional planning, resource allocation, team coaching, and performance management.
- Own onboarding, activation, adoption, renewal, retention, upsell, and cross-sell outcomes across the regional customer portfolio.
- Manage a portfolio of strategic and enterprise installer partners while supporting the team on high-risk or high-value accounts.
- Build and standardize onboarding frameworks, customer health scoring, account review cadence, escalation management, and renewal processes for the region.
- Deliver executive-level business reviews and act as a trusted advisor to key customers on workflow optimization and long-term value realization.
- Partner closely with Sales on handover quality, expansion planning, and account growth opportunities.
- Work with Product and Development teams to prioritize market feedback, recurring blockers, and localization needs from regional customers.
- Develop regional training programs, webinars, and enablement materials tailored to installer partners and internal Customer Success team members.
- Track and report core KPIs including adoption, product usage, time-to-value, churn risk, gross retention, net revenue retention, and customer satisfaction.
- Support hiring and scaling of local or multilingual Customer Success Managers as the region expands.
To be successful in this role you should have the following skills and experiences:
- Bachelor’s degree or equivalent practical experience in business, engineering, renewable energy, or a related field.
- 7+ years of experience in Customer Success, Account Management, or customer-facing SaaS roles, with at least 2+ years in team leadership or mentoring responsibilities.
- Proven track record managing enterprise and mid-market B2B customers in SaaS, solar PV, battery storage, renewable energy, or adjacent technical industries.
- Experience working across multiple countries, cultures, or language markets in Europe is strongly preferred; additionally, working proficiency in one or more Eastern European languages, in addition to English, is an advantage.
- Strong leadership capability, with the ability to coach Customer Success Managers, set clear operating rhythms and build a performance-focused team culture.
- Strong commercial mindset with the ability to balance customer value, retention, and revenue expansion.
- Deep understanding of SaaS adoption, customer lifecycle management, and health-based account prioritization.
- Ability to translate customer pain points to clear recommendations for Product, Operations, and commercial teams.
- Strong analytical capability with experience using CRM and customer success tooling, such as Salesforce, HubSpot, Gainsight, or equivalent platforms.
- Comfortable operating in a fast-paced, scale-up environment with evolving processes and market priorities.
- Experience working with solar installers, Epcs, distributors, or renewable energy software platforms.