Scale the existing Customer Success & Support team sustainably and prepare processes for strong growth through targeted optimization.
Manage day-to-day operations and elevate performance through coaching, measurable KPIs, and analysis of proven workflows.
Document, analyze, and optimize internal workflows across the entire customer journey.
Develop and improve digital infrastructure and internal platforms so information is efficiently discoverable at any time.
Analyze the customer portfolio and project data to derive strategic recommendations for management.
Work closely with Sales and Project Management, ensure information flow, and act as the central interface to the Product team.
Own high-quality support and serve as the first escalation point for complex cases.
Increase customer satisfaction (retention) and identify opportunities in the after-sales area.

Several years of experience in Customer Success & Support, project management, or a customer-facing environment—ideally with complex/technical products (e.g., renewable energy).
Initial leadership experience (approx. 1–2 years), e.g., as a senior team member, deputy, or functional lead.
Enjoy supporting people in their development.
Strong understanding of relevant metrics (NPS, churn, turnaround times).
High affinity for digital tools and structured, process-oriented ways of working.
Ability to detect issues early, analyze root causes, and implement sustainable, scalable solutions together with the team.
Empathetic personality with clear communication—confident in interactions with customers, trade/installation partners, and management.
Willing to provide hands-on support in critical cases and take responsibility for the success of your area.

Flexible work with a clear structure: two fixed home-office days, three days in the office — and we live by it.
Trust-based working hours: organize your workday autonomously with a focus on results.
30 days vacation + workation: in addition to 30 days of vacation, you may — by arrangement — work up to one week per year from within the EU.
Modern work environment: you will work with a latest-generation MacBook in a modern office with call zones, quiet zones, and phone booths.
Espresso machine coffee, beverages, and fresh fruit are provided.
Monthly tax-free benefit: €50 per month (from 30 hrs/week) or €25 (under 30 hrs/week) — flexible to spend on what matters to you.
Team culture with genuine exchange: regular team events and our biweekly breakfast meet-up ensure transparency, exchange, and strong collaboration.
Dog-friendly office: your office-friendly dog is welcome.
Meaningful work with measurable impact: actively contribute to the energy transition in the building sector and work on solutions that deliver sustainable impact.

Team Lead Customer Success – Support

Key skills