• Own the post-sale customer relationship from onboarding through to renewal and growth — acting as the primary point of contact for your portfolio of accounts • Spend the majority of your working week on the road, visiting customers at their sites to support adoption, resolve issues, and strengthen partnerships • Guide customers through product set-up and help them get the most from their Instagrid systems, reducing reliance on combustion generators • Monitor customer health metrics and act early to address risks, prevent churn, and keep satisfaction high • Identify and progress upselling and cross-selling opportunities in close collaboration with the sales team • Conduct regular business reviews with key accounts, demonstrating value and aligning on shared goals • Gather customer feedback and relay actionable insights to the Product and Engineering teams • Coordinate with internal teams to resolve customer issues quickly and effectively • Keep CRM records accurate and up to date at all times

• Verwaltung und Umsetzung von CRM-Kampagnen • Schreiben von conversionstarken, ansprechenden Texten • Erstellung einfacher Visuals und Assets • Kontinuierliches Testen, Optimieren und Auswerten der Kampagnen • Nutzung von AI-Tools, um Kampagnen, Content-Erstellung und Automatisierungen zu verbessern • Zusammenarbeit mit dem Marketing-Team, um neue Ideen und Strategien umzusetzen

• Manage a pooled portfolio of customers across multiple segments and lifecycle stages. • Drive customer adoption, engagement, retention, value realization, and growth opportunities. • Monitor customer health signals, usage trends, risks, and opportunities across the portfolio. • Identify at-risk accounts early and coordinate mitigation plans. • Support renewal readiness and contribute to retention efforts. • Identify opportunities for customer growth and expansion where appropriate. • Ensure customers are achieving meaningful outcomes and realizing value from our solutions. • Help define and operationalize our approach to serving pooled customers at scale. • Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content. • Create repeatable customer journeys, plays, templates, and engagement strategies. • Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time. • Measure program effectiveness and continuously improve based on customer outcomes and business impact. • Help build the foundation for a scalable Customer Success model. • Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches. • Identify opportunities to improve efficiency, consistency, and customer outcomes. • Contribute to reporting, operational processes, and success metrics. • Partner with leadership to help shape how Customer Success evolves as the organization grows. • Capture customer feedback, trends, friction points, and product enhancement opportunities. • Act as a voice of the customer internally. • Identify customer advocates, references, and success stories. • Surface customer insights that influence product direction and business decisions. • Partner closely with Product, Support, Sales, Marketing, and Professional Services teams. • Coordinate customer risk mitigation and success initiatives. • Contribute to a seamless and consistent customer experience across the customer lifecycle. • Maintain accurate customer data, engagement tracking, and account documentation. • Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making. • Manage competing priorities effectively in a high-volume environment. • Use data and insights to identify trends, opportunities, and areas requiring intervention.

• Lead and mentor the Client Success team. • Own customer onboarding, implementation and go-live processes. • Drive customer retention and customer health initiatives. • Manage escalations and strengthen customer relationships. • Develop and improve standard operating procedures. • Work closely with Sales, Product, Delivery, QA, Engineering and Finance. • Report on departmental KPIs and performance.