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For Companies At a Glance
- Tasks: Lead Customer Success and Support teams to enhance client satisfaction and drive business growth.
- Company: Gorilla is revolutionising the energy sector with innovative data solutions for a sustainable future.
- Benefits: Enjoy flexible work options, generous PTO, health insurance, and opportunities for international travel.
- Why this job: Join a mission-driven team making a real impact on climate change while fostering personal growth.
- Qualifications: Proven leadership in Customer Success, data-driven decision-making, and experience in SaaS/B2B environments.
- Other info: This role offers a hybrid work model, allowing collaboration and flexibility.
The predicted salary is between 72000 - 108000 £ per year.
About Gorilla
Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you\’ll play a vital role in delivering cutting-edge data solutions for a lower-carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we\’re driving digital transformation, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.
About Gorilla
Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you\’ll play a vital role in delivering cutting-edge data solutions for a lower-carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we\’re driving digital transformation, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.
Mission
At Gorilla, we’re transforming how the world’s most ambitious energy companies achieve their goals. As Team Lead Customer Success & Support , you’ll play a pivotal role in shaping our customer strategy, building a high-performing global team, and delivering real business impact.
You’ll lead both our Customer Success and Support teams to ensure our enterprise clients receive exceptional service and value. This is a high-ownership role for a hands-on strategic leader who thrives in fast-changing environments and loves empowering others to do their best work.
You’ll report to our VP of Customer & Delivery, Willem Torfs , and work closely with Sales, Product, Marketing, and Operations.
Your Responsibilities
- Customer Success Leadership
- Design and lead the Customer Success strategy to maximize value, retention, and growth.
- Build strong executive relationships with key enterprise customers.
- Lead strategic conversations and act as a point of escalation.
- Own and exceed metrics such as live ARR, NRR, and CSAT.
- Support Team Integration
- Ensure Support is fully aligned with the customer journey and Success strategy.
- Empower Support Engineers with the tools and processes they need to deliver fast, reliable, and data-driven support.
- Provide strategic and tactical guidance for high-impact customer issues.
- People Leadership
- Lead, coach, and develop a team of Customer Success Managers and Support Engineers.
- Foster a culture of ownership, curiosity, feedback, and continuous improvement across time zones.
- Champion team rituals that promote growth and well-being.
- Digital Transformation & Innovation
- Lead adoption of new tools, AI, and automation to streamline operations and improve customer outcomes.
- Drive a test-and-learn approach to new ideas, ensuring scalable, measurable improvements.
- Create structure from ambiguity while remaining hands-on and adaptable.
- Operational Excellence & Cross-Functional Partnership
- Use data and analytics to improve customer journeys and internal operations.
- Drive collaboration across departments to ensure customer-centric decisions and coordinated execution.
- Community & Advocacy Building
- Strengthen our customer community and create platforms for peer learning and best practice sharing.
- Identify and support customer advocates to elevate Gorilla’s impact and brand.
What We’re Looking For
Must-Haves
- Proven leadership experience in Customer Success (enterprise SaaS/B2B context).
- Track record of driving business outcomes through strategic customer relationships.
- Confident people leader who can coach, develop, and inspire cross-functional teams.
- Data-driven, with experience using CS tools and analytics to inform decisions.
- Comfortable working across multiple time zones with a distributed team.
- Hands-on change leader who’s led teams through digital or process transformation.
Nice-to-Haves
- Experience managing or working closely with a Support function.
- Exposure to AI, automation, or tooling that improves customer experiences.
- Familiarity with platforms like HubSpot, Planhat, Zendesk, or equivalents.
- Experience building customer communities or running advocacy programs.
- Knowledge of the energy or utilities industry.
What Success Looks Like
- Key customer metrics (ARR, NRR, CSAT) consistently exceed targets.
- High retention and expansion through strategic partnerships.
- CS and Support function as one cohesive, customer-centric unit.
- New tools and ways of working are embedded and adopted across the team.
- Our customer community is active, engaged, and growing.
Work Location & Travel
This role is currently an Office -Mix Hybrid role. This means you would chat with your leader and team for the number of day you need to be together to collaborate and achieve outcomes in close proximity. This is often 1 – 2 days a week. The other days you have flexibility.
This Role Is For You If…
- You thrive in ambiguity and bring clarity to complex situations.
- You coach and elevate others while driving toward meaningful outcomes.
- You love building strategy and also rolling up your sleeves to deliver.
- You believe in cross-functional collaboration and systems thinking.
- You embrace experimentation, feedback, and learning as part of daily leadership.
What\’s in it for you
- Flexible work options – We offer country-specific mobility benefits, and the ability to work flexible hours.
- A job with purpose At Gorilla, we’re not just watching the world change—we’re making it happen! We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we’re here to make a big impact and have some fun along the way.
- Renumeration Approach which is clear and no-nonsense based on your experience and location.
- Core Benefits – Wherever your location, you can expect a generous PTO allowance and health insurance coverage.
- Career Growth opportunities As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.
- International Travel We host Gorilla Company Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Portugal, Amsterdam, and Spain.
Seniority level
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Seniority level
Director
Employment type
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Employment type
Full-time
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Other
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Industries
Software Development
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Head of Customer Success & Support employer: Gorilla - Energy data applications
Contact Detail:
Gorilla - Energy data applications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success & Support
✨Tip Number 1
Familiarise yourself with Gorilla's mission and values. Understanding their commitment to transforming the energy industry will help you align your experience and vision with theirs during discussions.
✨Tip Number 2
Network with current or former employees of Gorilla on platforms like LinkedIn. Engaging in conversations can provide valuable insights into the company culture and expectations for the Head of Customer Success & Support role.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlighting measurable outcomes, such as improved retention rates or customer satisfaction scores, will demonstrate your capability to meet their key metrics.
✨Tip Number 4
Stay updated on trends in the energy sector, particularly around digital transformation and SaaS solutions. Being knowledgeable about industry challenges and innovations will position you as a thought leader during interviews.
We think you need these skills to ace Head of Customer Success & Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, particularly in enterprise SaaS or B2B contexts. Emphasise your leadership skills and any data-driven decision-making you've done.
Craft a Compelling Cover Letter: In your cover letter, express your passion for transforming the energy industry and how your background aligns with Gorilla's mission. Mention specific examples of how you've driven business outcomes through strategic customer relationships.
Showcase Your Leadership Style: Describe your approach to leading teams and fostering a culture of ownership and continuous improvement. Highlight any experience you have in coaching and developing cross-functional teams.
Demonstrate Your Data-Driven Mindset: Include examples of how you've used analytics and customer success tools to inform decisions and improve customer journeys. This will show that you're aligned with Gorilla's focus on data-driven insights.
How to prepare for a job interview at Gorilla - Energy data applications
✨Understand the Company Mission
Before your interview, make sure you fully grasp Gorilla's mission to transform the energy industry. Be prepared to discuss how your experience aligns with their goals of delivering cutting-edge data solutions and contributing to a lower-carbon future.
✨Showcase Leadership Experience
As a candidate for the Head of Customer Success & Support, it's crucial to highlight your proven leadership experience in Customer Success within an enterprise SaaS context. Prepare specific examples of how you've driven business outcomes through strategic customer relationships and team development.
✨Demonstrate Data-Driven Decision Making
Gorilla values a data-driven approach, so be ready to discuss how you've used analytics and customer success tools to inform decisions in previous roles. Share examples of metrics you've improved, such as ARR, NRR, or CSAT, and how those improvements impacted the business.
✨Emphasise Cross-Functional Collaboration
Highlight your experience working across multiple teams, such as Sales, Product, and Marketing. Discuss how you've fostered collaboration to ensure customer-centric decisions and coordinated execution, which is essential for the role at Gorilla.
