Customer Success Lead

Overview

About Energy Systems We help customers navigate the complex transition to a decarbonized and more sustainable energy future. We do this by assuring that energy systems work safely and effectively, using solutions that are increasingly digital. We also help industries and governments to navigate the many complex, interrelated transitions taking place globally and regionally, in the energy industry.

This role focuses on driving growth within our existing customer base by identifying and enabling cross-sell and upsell opportunities across our portfolio of hardware and software solutions for renewable asset management. You will work closely with customers to understand their evolving needs, manage contract renewals and revamping projects, and ensure the ongoing performance and maintenance of installed equipment.

By connecting customer needs with the most relevant GPM solutions, you will help customers improve asset performance, gain deeper operational insights, and achieve better energy outcomes - while contributing directly to Net Revenue Retention and sustainable revenue growth. A key part of the role is embedding a strong commercial mindset within the Customer Support team, ensuring value creation is part of every customer interaction.

In this role, you will be responsible for establishing and building our Customer Success function from the ground up, offering a unique opportunity to shape its strategy, structure, and long-term impact on our customers and organization.

• Own and drive cross-sell and up-sell opportunities across the existing customer base, expanding customer value through our hardware and software portfolio;
• Identify relevant growth opportunities using customer data, usage patterns, and life cycle signals;
• Build, manage, and forecast the pipeline of value driven opportunities within the current customer base;
• Drive the establishment of our Customer Success function by building it from the ground up, structuring workflows, implementing process‑driven ways of working, and leveraging systems to maximize customer value and operational efficiency;
• Qualify opportunities and lead or coordinate commercial follow-up in partnership with Sales and Customer Support;
• Contribute to Net Revenue Retention (NRR) and expansion revenue targets by helping customers leverage additional solutions;
• Define, implement and maintain playbooks and guidelines that empower the Customer Support team to identify opportunities where additional solutions can meaningfully improve customer outcomes;
• Train, mentor, and inspire the Customer Support team to recognize customer needs, buy signals, and position complementary solutions as value enhancers;
• Act as a trusted advisor to customers, providing guidance on best practices, solution adoption, and strategic growth opportunities;
• Collaborate with internal teams to provide customer insights that inform product development, service enhancements, and strategic planning;
• Monitor the health and performance of installed equipment, ensuring customers derive maximum value and uptime from their assets;
• Drive customer advocacy and long-term loyalty through proactive engagement and tailored solution recommendations.

This is an exciting opportunity to shape how we create value for our customers by identifying and enabling opportunities that address their evolving needs. You will play a key role in driving a shift toward a stronger commercial mindset, embedding both customer centricity and value-based selling into day-to-day execution. By doing so, you’ll help customers maximize the impact of their investment while ensuring they benefit from the full breadth of products and solutions we offer.

Success in this role will be measured through a combination of commercial performance, customer outcomes, and internal adoption. Key indicators include expansion revenue generated from the existing customer base, conversion rates of identified up-sell and cross-sell opportunities, and contribution to Net Revenue Retention (NRR). You will also be accountable for maintaining high customer satisfaction (CSAT/NPS), driving adoption of expansion…