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. With offices in Germany, the Middle East, China and Australia, we connect forward-thinking companies with outstanding leadership talent to drive growth in global markets.

About Our Client

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 leadership presence in Europe and is seeking a Head of Customer Success UK & Europe (m/f/d) to own customer outcomes, adoption, and long-term value creation across the region.

This is a senior leadership role for a highly motivated professional who combines commercial leadership, strong sales drive, and digital affinity with deep industry insight. The role is ideal for someone who enjoys building businesses from the ground up and wants to play a key role in scaling an innovative, AI-driven platform.

You will work in close collaboration with the global executive team and contribute directly to strategic decisions at an international level.

Your duties and responsibilities will include:

Customer Success Strategy & Leadership

• Define and own the Customer Success strategy for the UK and Europe, aligned with regional growth and revenue objectives

• Build, lead, and scale a high-performing, remote Customer Success organisation across multiple European markets

• Establish clear engagement models, success frameworks, and escalation paths across regions

Installer Network & Partner Management

• Act as a senior point of contact for key installer partners, EPCs, and strategic accounts

• Drive structured onboarding, adoption, and lifecycle engagement across installer networks

• Ensure a consistent customer experience while allowing for country-specific requirements

Adoption, Retention & Expansion

• Own core CS metrics including adoption, retention, churn, NPS, and expansion influence

• Identify upsell, cross-sell, and value-added service opportunities in close collaboration with Sales and Partnerships

• Translate customer feedback into actionable insights for Product and Growth teams

Cross-Functional Collaboration

• Partner closely with Product to influence roadmap priorities based on customer needs and field insights

• Support renewals, expansions, and market launches together with Sales and Growth teams

• Align Customer Success operations with regional go-to-market strategies

Regional & Operational Excellence

• Manage Customer Success operations across multiple European jurisdictions

• Ensure teams are equipped to handle local regulatory, commercial, and installer-specific requirements

• Maintain high operational standards, reporting, and forecasting across the region

Field Presence & Representation

• Maintain a strong field presence through regular travel across the UK and Europe

• Represent the company at installer events, partner meetings, and industry forums

• Build trusted relationships with customers and ecosystem stakeholders on the ground

To be successful in this role you should have the following skills and experiences:

• Bachelor’s degree in Business, Engineering, Energy, or a related field

• 10+ years of experience in Customer Success, Account Management, or Operations roles

• Strong background in the solar / PV industry (installer, EPC, distributor, or solar SaaS ecosystem)

• Proven experience managing installer or partner networks

• Demonstrated success leading remote, multi-country teams across Europe

• High comfort with regular travel across multiple European markets