Customer Success Operations Director & Client Partner
Customer Success Operations Director & Client Partner
Posted on :
26-07-2025
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1 Vacancy
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Job Description
Help us use technology to make a big green dent in the universe!
Were a technology company focused on creating a smart sustainable energy system. From optimising renewable generation creating a more intelligent grid and enabling utilities to provide excellent customer experiences our operating system for energy is transforming the industry around the world in a way that benefits everyone.
Its a really exciting time in energy. Help us make a real impact on shaping a better more sustainable future.
This is a role that wears two very important hats for the Customer Success group at Kraken - Client Partner for one or more accounts and Customer Success Operations Director. As we scale the Customer Success organization there is an opportunity to grow the operations role into a small team helping guide our global practice. This is a senior leadership opportunity in the Customer Success organization driving practice alignment around the globe.
As the Customer Success Operations Director youll work with the global head of Kraken Customer Success to build and scale the operational backbone of our Customer Success (CS) organization. Youll take the lead on the systems insights and processes that empower our Client Success teams to drive exceptional client outcomes operational efficiency and company growth.
This role reports to the Global VP of Customer Success and partners closely with Delivery Sales Product Engineering Finance Kraken Experience and the entire Customer Success organization. Youll be a critical driver in making Customer Success more scalable data-driven and business-aligned as we expand globally.
As a Client Partner Major Accounts youll lead the strategic relationship with one or more Krakens largest utility and energy clients. This is a high-impact role at the intersection of technology transformation and sustainability. Youll be accountable for four core areas:
Executive Account Leadership plus hands-on Day-to-Day Engagement
-Serve as a senior strategic partner to C-level stakeholdersDive into the details and roll up your sleevesworking across all levels of complex dynamic clients
-Maintain strong proactive engagement to ensure delivery satisfaction and trust
Client Value Realization
-Ensure clients get full value from our products and operating model
-Connect the dots between our tech cultural transformation approach and their evolving needs
Major Escalation Management
-Manage clients through escalations for critical issues
-Partner closely with Technical Account Managers and Support to drive resolution and protect and cultivate relationships
Commercial Management & Growth
-Manage commercial relationships and deliver to new business development and/or revenue targets
-Identify and shape early-stage growth opportunities across the portfolio
What youll do as Customer Success Global Operations Director
- Build and Optimize CS Infrastructure: Design implement and continuously improve the systems tools and workflows that power Customer Success globally.
- Customer Success Insights and Reporting: Establish and maintain KPIs health scores customer journey metrics and executive dashboards to guide strategy and day-to-day execution.
- Process and Program Management: Lead initiatives such as onboarding programs playbooks lifecycle frameworks QBR processes and churn mitigation workflows.
- Enable and manage change in the CS Team at Scale: Create scalable training programs best practice guides and process automation to make the CS team more effective and efficient. Help manage change in organization successfully with high employee satisfaction and engagement.
- Cross-Functional Leadership: Act as the operational bridge between Customer Success and other teams to align on customer health growth and retention.
- Strategic Planning and Forecasting: Support CS leadership in headcount planning customer segmentation strategies and capacity modeling to align with business objectives.
What youll do as a Client Partner
- Own one or more client relationships end-to-end from strategic alignment to commercial execution
- Drive regular executive engagement and joint governance (e.g. QBRs)
- Partnering with TAMs client delivery product and engineering teams to deliver on going value
- Developing product feedback loops aligning Krakens delivery and product teams with client priorities. Influencing product and client roadmaps.
- Travel regularly to client sites and Kraken offices as needed
What youll bring to this role
- 510 years of experience in Customer Success Operations Revenue Operations or Business Operations roles within SaaS companies.
- Strong analytical skills you can build models create dashboards and draw insights to influence decisions.
- High level of business acumen you understand how Customer Success ties into broader revenue retention and company objectives.
- A bias toward clarity simplicity and action you make complex processes understandable and easy to execute.
- Enterprise client leadership Hands-on experience with complex B2B tech account management sales and/or delivery; quota-carrying or P&L experience a plus
- Transformation mindset Ability to guide clients through operational and cultural change with a consultative pragmatic style
- Tech/Product fluency Strong understanding of SaaS businesses; ideally with engineering or product experience
- Energy and Utilities sector knowledge Experience in utilities or energy retail and/or similar sectors (e.g. telecom banking) that have undergone digital transformation
- Executive presence Trusted advisor to senior leaders; able to influence and challenge constructively
- Cultural fluency Business Fluent English required; Business mastery of second language supporting work across our customer geographies (e.g. Spanish French Germany Japanese) is also a plus as well as appreciation for cross-cultural dynamics.
Kraken is a certified Great Place to Work in France Germany Spain Japan and the UK we are one of the Best Workplaces on Glassdoor with a score of 4.7. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture.
Are you ready for a career with us We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference please contact us at and well do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people like women are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are if you like one of our jobs we encourage you to apply as you might just be the candidate we hire. Across Kraken were looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race colour religion national origin age sex gender identity or expression sexual orientation marital or veteran status disability or any other legally protected status. U.S. based candidates can learn more about their EEO rights here.
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Required Experience:
Director
Employment Type
Full-Time
Key Skills
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