Customer Success Lead, Eastern Europe

Company Overview

GreenSketch is a full-stack, AI-driven solar industry ecosystem platform. Developed by OSW Group, it is the world’s first free, end-to-end solar and battery design platform created for solar professionals, connecting the industry with homeowners, installers, and leading solar brands with unprecedented speed, intelligence and transparency. From rooftop mapping, battery system layouts, to instant quotes, GreenSketch supports lead generation to enhance efficiency across the clean energy industry.

Role Summary

The Customer Success Lead, Eastern Europe is the regional owner of customer success strategy and execution across Eastern Europe. This role leads customer onboarding, adoption, retention, expansion, and team performance for installer partners across the region while building scalable processes for a growing multi-country customer base.

The role combines strategic account leadership with people management. It is responsible for building a high-performing Customer Success function, shaping regional playbooks, partnering with Sales and Product, and ensuring GreenSketch becomes embedded in customer workflows across solar planning, ordering, documentation, and installer operations.

Key Responsibilities

• Lead the Customer Success function for Eastern Europe, including regional planning, resource allocation, team coaching, and performance management.
• Own onboarding, activation, adoption, renewal, retention, upsell, and cross-sell outcomes across the regional customer portfolio.
• Manage a portfolio of strategic and enterprise installer partners while supporting the team on high-risk or high-value accounts.
• Build and standardize onboarding frameworks, customer health scoring, account review cadence, escalation management, and renewal processes for the region.
• Deliver executive-level business reviews and act as a trusted advisor to key customers on workflow optimization and long-term value realization.
• Partner closely with Sales on handover quality, expansion planning, and account growth opportunities.
• Work with Product and Development teams to prioritize market feedback, recurring blockers, and localization needs from regional customers.
• Develop regional training programs, webinars, and enablement materials tailored to installer partners and internal Customer Success team members.
• Track and report core KPIs including adoption, product usage, time-to-value, churn risk, gross retention, net revenue retention, and customer satisfaction.
• Support hiring and scaling of local or multilingual Customer Success Managers as the region expands.

Required Qualifications & Experience

• Bachelor’s degree or equivalent practical experience in business, engineering, renewable energy, or a related field.
• 7+ years of experience in Customer Success, Account Management, or customer-facing SaaS roles, with at least 2+ years in team leadership or mentoring responsibilities.
• Proven track record managing enterprise and mid-market B2B customers in SaaS, solar PV, battery storage, renewable energy, or adjacent technical industries.
• Experience owning renewals, expansion, churn prevention, and strategic customer relationships.
• Experience working across multiple countries, cultures, or language markets in Europe is strongly preferred.

Skills & Competencies

• Strong leadership capability, with the ability to coach Customer Success Managers, set clear operating rhythms, and build a performance-focused team culture.
• Excellent executive stakeholder management and consultative communication skills.
• Strong commercial mindset with the ability to balance customer value, retention, and revenue expansion.
• Deep understanding of SaaS adoption, customer lifecycle management, and health-based account prioritization.
• Ability to translate customer pain points to clear recommendations for Product, Operations, and commercial teams.
• Strong analytical capability with experience using CRM and customer success tooling, such as Salesforce, HubSpot, Gainsight, or equivalent platforms.
• Comfortable operating in a fast-paced, scale-up environment with evolving processes and market priorities.

Preferred / Nice-to-Have

• Experience working with solar installers, EPCs, distributors, or renewable energy software platforms.
• Experience supporting customers across multiple European markets.
• Working proficiency in one or more Eastern European languages, in addition to English.
• Experience with localized onboarding, market rollout, and multi-country customer segmentation.
• Hands-on familiarity with solar design, proposal, permitting, or documentation workflows.

Working Relationships

Internal: Customer Success, Sales, Product, Development, Marketing, Operations, and C-suite.

External: Installer partners, EPCs, wholesalers, channel partners, and selected industry associations across Eastern Europe.

Key Performance Indicators

• Gross retention and net revenue retention across the Eastern Europe portfolio.
• Product adoption and activation rates for newly onboarded customers.
• Renewal rates, upsell and cross-sell contribution, and churn reduction.
• Time-to-value and customer health score improvement.
• Team productivity, onboarding quality, and customer satisfaction metrics.

Location

Preferred base in Poland, with regional responsibility across Eastern Europe.