Job Description

We are seeking a visionary Head of Customer Success to design, build, and lead our customer success department from the ground up. This role goes beyond managing accounts--it requires creating scalable systems, playbooks, and teams that will support our growth as we scale toward a $100M solar business.
The ideal candidate is process-driven, customer-obsessed, and a proven leader who can transform customer success into a strategic driver of retention, loyalty, and growth.
Key Responsibilities
1. Department Setup & Strategy

• Build the customer success/service function from scratch.
• Develop SOPs, engagement playbooks, and training materials.
• Implement systems and tools that scale with business growth.

2. Customer Experience & Metrics

• Implement and track NPS, CSAT, churn, and retention metrics.
• Design and manage dashboards to report customer health to leadership.
• Analyze trends to identify opportunities for improving the customer journey.

3. Process & Script Development

• Create scripts for inbound/outbound customer interactions.
• Build escalation protocols and quality assurance processes.
• Establish SLAs for response times, resolution timelines, and follow-ups.

4. Team Building & Leadership

• Hire, train, and lead the customer success team.
• Define KPIs and accountability frameworks for CSMs, coordinators, and support staff.
• Build a high-performance, customer-centric culture.

5. Cross-Department Alignment

• Collaborate with Sales, Ops, and Finance to ensure seamless handoffs and unified customer experience.
• Act as the "voice of the customer" to influence product, process, and strategic decisions.
• Flag recurring issues and work with internal teams to drive root-cause fixes.

Key Competencies

• Strategic Leadership - Builds and scales customer-facing departments.
• Customer-Centric - Passionate about delivering world-class customer experiences.
• Analytical - Uses data to track performance and drive improvements.
• Process-Oriented - Creates systems that scale with growth.
• Cross-Functional Collaborator - Bridges customer needs with internal teams.

Requirements

• Proven track record in building and scaling customer success or support functions (preferably in SaaS, energy, or consumer-facing industries).
• Excellent English communication skills (verbal & written).
• Strong process orientation--experience creating SOPs, scripts, and scalable systems.
• Analytics-driven -- hands-on experience running NPS/CSAT and customer health reporting.
• Leadership experience -- ability to hire, train, and manage a growing team.
• Highly organized, detail-focused, and proactive in solving problems.
• Customer-first mindset with the ability to balance customer needs with business objectives.
• Solar/energy industry experience is a plus, but not required.

Benefits

• Leadership opportunity to build and shape the customer success function from zero.
• Exposure to a high-growth renewable energy company scaling globally.
• Fast-paced, entrepreneurial culture with direct impact on business outcomes.
• Career growth opportunities as the organization expands.

Skills Required