Company Overview
Our client is a mission-driven company at the forefront of the electric revolution, dedicated to decarbonizing transportation. We provide a cutting-edge SaaS platform that empowers fleet operators to manage their EV charging infrastructure intelligently and efficiently. As we scale our operations across the UK and Europe, we are looking for a passionate and structured Customer Success Manager to join our growing team and ensure our customers achieve lasting value from our platform.
The Mission
As our Customer Success Manager for Europe, you will be the architect of a seamless customer journey, owning the process from contract signature to long-term value realization. Your primary mission is to ensure the successful deployment, onboarding, and adoption of the Our Client platform for our UK and European customers.
You will take the lead on configuring customer workspaces to mirror their unique operational environments, conduct impactful user training, and build the strong relationships that underpin customer satisfaction. Beyond the initial go-live, you will proactively drive platform adoption, embedding Our Client into daily operations and helping our customers achieve measurable improvements in charging reliability, energy management, and overall fleet efficiency.
Key Outcomes (12-18 Months)
- Structured & Repeatable Onboarding: Develop and implement a standardized UK/EU onboarding playbook, resulting in a measurable reduction in the time from contract signature to operational go-live.
- High Customer Satisfaction: Establish and track onboarding feedback, achieving an onboarding CSAT score of >85% and an NPS of 50+ across the UK/EU customer portfolio.
- Demonstrable Customer Value: Partner with key accounts to document and evidence operational outcomes. Create 2-3 case studies within 12-18 months that showcase realized value, such as improved charger reliability and optimized energy usage.
- Data Integrity & Configuration Completeness: Establish and enforce a data-completeness standard, proactively engaging customers to obtain missing technical information. Achieve and maintain ≥95% configuration completeness across all managed accounts.
Who Will Thrive in This Role (Competencies)
- Structured Deployment & Process Orientation: You excel at creating, following, and refining repeatable processes. You are comfortable working with checklists, playbooks, and defined criteria to ensure a consistent and high-quality onboarding experience.
- Enterprise Customer Mindset: You have a natural ability to navigate the complexities of B2B enterprise customers, including public agencies and regulated environments, understanding their need for reliability, security, and clear communication.
- Data Discipline & Attention to Detail: You have a sharp eye for data accuracy. You proactively audit customer workspaces to ensure all technical and operational parameters are correctly configured, understanding that data quality is fundamental to customer success.
- Technical & Operational Comprehension: You possess a baseline understanding of EV charging infrastructure, site-level constraints (e.g., power limits, tariffs), and how software configuration impacts real-world operations. You are technically fluent enough to configure accurately and hold credible conversations with operational teams.
- Customer Accountability & Ownership: You take end-to-end ownership of the customer journey. You don’t wait for customers to provide information; you actively drive progress, follow through on commitments, and hold both internal teams and customers accountable to timelines.
- Adoption & Value Mindset: Your focus doesn't stop at go-live. You are constantly looking for underutilized features and opportunities to deepen customer engagement, ensuring the platform becomes an integral part of their daily operations.
- Commercial Awareness: You understand the direct link between successful onboarding, strong product adoption, and positive business outcomes like renewals, expansion, and long-term account health.
Requirements
Experience Required
- 5+ years in a Customer Success, Onboarding, Implementation, or equivalent role within a B2B SaaS environment.
- Proven experience owning end-to-end customer onboarding—from contract signature through configuration, go-live, and early-life support.
- Hands-on experience configuring software platforms, such as setting up workspaces, user roles, site parameters, and structured data inputs.
- Experience delivering structured user training sessions (remote and in-person) for both operational and managerial stakeholders.
- A track record of successfully supporting technically complex products in sectors like energy, infrastructure, IoT, fleet management, or industrial SaaS.
- Demonstrated ability to drive platform adoption and embed software into customers' day-to-day operational processes.
- Experience acting as a bridge between customers and internal Product/Engineering teams: clearly defining configuration gaps or functionality needs while managing customer expectations.
Nice to Haves
- Ability to interpret technical documentation (e.g., site single-line diagrams) and translate it into accurate system configurations.
- Prior experience in a high-growth scale-up environment.
- Experience building scalable self-service resources and processes for user training.
- Fluency in an additional European language (e.g., German, French, Dutch) and professional experience working with European markets.
Benefits
Cultural Fit & Values
- You are transparent, honest, and collaborative in your approach.
- You have a strong sense of ownership without an ego, always putting the team and customer first.
- You are curious, resilient, and thrive in a fast-paced, scaling environment.
- You are deeply aligned with Our Client’s mission to decarbonize transportation.
Reporting Structure & Tools
- Direct Reports: None
- Key Internal Partners: Customer Support, Project Implementation, Product, Engineering, and Account Management teams.
- Primary Tools: Freshdesk, HubSpot, ClickUp, Product Feedback tools.
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Key team members
Moustafa Ahmed
Susan Simone, SHRM-CP
Fahad Tahlawi
Hossam Eldin Ramadan, SPHRi™
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