At a Glance
- Tasks: Lead customer success initiatives and ensure clients maximise their value from our energy solutions.
- Company: Fluence, a global leader in intelligent energy storage and optimisation software.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Be part of a culture that values every voice and fosters innovation.
- Why this job: Join us to drive sustainable energy solutions and make a real impact on the future.
- Qualifications: 15+ years in customer success or related fields, with a strong focus on B2B environments.
The predicted salary is between 72000 - 108000 £ per year.
Fluence (Nasdaq: FLNC) is a global market leader delivering intelligent energy storage and optimization software for renewables and storage. Our solutions and operational services are helping to create a more resilient grid and unlock the full potential of renewable portfolios. With gigawatts of successful implementations across nearly 50 markets, we are transforming the way we power our world for a more sustainable future.
About the Position
The Vice President, Customer Success is accountable for ensuring Fluence customers realize the full potential and value of their solutions across the lifecycle – from installation, to post-installation adoption through long‑term performance, expansion and advocacy. This role drives customer engagement, value realization, and feedback loops that inform the customer of all potential avenues for value realization. Insights may also be used to refine product evolution, services delivery, and go‑to‑market strategies. The successful candidate will be heavily focused on customer outcomes working as both a strategic architect and an execution leader to establish quantifiable customer outcomes as a significant contributor to Fluence’s growth flywheel.
Key Responsibilities
- Engage with customers post-installation to ensure full value realization through effective use cases, best practices, tools, support models, and Fluence resources.
- Proactively share Fluence capabilities, fleet‑wide insights, and demonstrated value outcomes to reinforce customer confidence and drive utilization.
- Support, establish or lead customer forums, user groups, and feedback mechanisms to inform product development, service improvements, and enhanced customer value.
- Develop and maintain structured methods to measure customer satisfaction, identify opportunities for greater customer engagement, and provide new use opportunities to the customer.
- Serve as a “voice of the customer” for the Chief Customer Success Officer, providing actionable feedback to cross‑functional teams to improve customer outcomes.
Customer Success Strategy
- Define and execute a global customer success strategy aligned with Fluence’s commercial objectives and long‑term growth plans.
- Ensure consistent customer success practices and experiences across geographies and offerings.
- Drive alignment between customer success initiatives and broader go‑to‑market, services, and digital strategies.
Cross‑Functional Leadership
- Partner closely with Sales, Marketing, Product, Manufacturing, Project, Services, and Digital teams to embed key customer outcomes into all stages of the customer lifecycle.
- Champion a “One Fluence” approach to customer engagement, ensuring consistency, transparency, and accountability across functions.
- Influence prioritization and decision‑making through customer insights and performance data.
Performance Management & Continuous Improvement
- Define, track, and report on customer success KPIs, including customer satisfaction, adoption metrics, utilization, retention, expansion, and overall value realization.
- Lead regular customer and internal business reviews to assess performance and identify improvement opportunities.
- Leverage data and insights to continuously refine customer success processes, tools, and operating models.
Qualifications
- 15+ years of progressive leadership experience in customer success, services, projects, or post‑sales functions within energy, renewables, grid infrastructure, or technology‑enabled industrial environments.
- Proven track record of building and scaling customer focused organizations, driving customer adoption, satisfaction, utilization, retention, and long‑term value realization in complex B2B or solution‑based businesses.
- Strong understanding of project‑based delivery models, services lifecycles, and the operational realities of energy storage, power systems, or large‑scale infrastructure solutions.
- Experience capturing customer success measures and driving value realization, including customer engagement frameworks, outcomes measurement, feedback loops, and continuous improvement mechanisms across geographies.
- Ability to translate insights into actionable customer success by working with the customer to draw on the full Fluence capabilities.
- Bachelor’s degree in Business, Engineering, or related field required. MBA or advanced degree preferred.
Key Competencies
- Customer‑centric executive leader with a strong focus on value realization, adoption, and long‑term customer outcomes.
- Data‑driven and outcome‑oriented, with experience defining and leveraging KPIs to improve customer satisfaction, retention, and performance.
- Strategic thinker with the ability to operationalize customer success at scale in global, matrixed organizations.
- Strong cross‑functional influence and executive presence, with the ability to align Sales, Services, Product, Digital, and Leadership teams around customer priorities.
- Skilled at balancing empathy and advocacy for the customer with internal process discipline and accountability.
- Comfortable operating in ambiguity and transformation, building structure and clarity as the organization scales.
Our Culture
At Fluence, our culture is the foundation that drives our ambitious growth strategy and fuels our mission to transform the future of energy. Our core cultural pillars empower us to innovate, collaborate, and lead with purpose, ensuring we continue to deliver unparalleled value to our customers and the world.
- Unleash Voices: We believe every voice matters. We encourage openness, active listening, and decisive action to create a culture where everyone has the opportunity to contribute to our success. We foster an environment where diverse perspectives are heard and valued, driving innovation and progress.
- Customer Fluent: Our customers are at the heart of everything we do. We’re committed to delivering exceptional value that exceeds expectations by understanding our customers' needs and adapting swiftly to meet them. Our deep focus on customer satisfaction drives us to continuously improve and innovate.
- Infinite Impact: We are committed to creating the impossible. We push boundaries to deliver sustainable, game‑changing solutions that shape a brighter, more energy‑efficient future for all. Our team is passionate about making a lasting impact that will resonate for generations to come.
- All In: We are all in for growth. Our teams are relentlessly focused on identifying and seizing opportunities that propel us forward. We embrace an ownership mindset, pushing ourselves and each other to accelerate progress and create lasting success.
Vice President, Customer Success employer: Fluence
Fluence is an exceptional employer that champions a culture of innovation, collaboration, and customer-centricity, making it an ideal place for professionals seeking to make a meaningful impact in the energy sector. With a strong commitment to employee growth and development, Fluence offers numerous opportunities for advancement while fostering an inclusive environment where every voice is valued. Located at the forefront of the renewable energy revolution, employees can take pride in contributing to sustainable solutions that shape a brighter future for generations to come.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President, Customer Success
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that VP role at Fluence.
✨Tip Number 2
Showcase your expertise! When you get the chance to chat with potential employers, share your insights on customer success strategies and how you've driven value in previous roles. Make them see you as the go-to person for their needs.
✨Tip Number 3
Be proactive! Don’t wait for job openings to pop up. Reach out directly to Fluence or similar companies and express your interest in contributing to their mission. A little initiative can go a long way!
✨Tip Number 4
Leverage social media! Use platforms like LinkedIn to share your thoughts on industry trends and customer success. Engage with Fluence’s content and connect with their team. It’s all about getting noticed in the right circles!
We think you need these skills to ace Vice President, Customer Success
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Vice President, Customer Success role. Highlight your experience in customer engagement and value realisation, as these are key aspects of the job. We want to see how your background aligns with our mission at Fluence!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to illustrate how you’ve driven customer satisfaction and success. This will help us understand the value you can bring to our team.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits our culture at Fluence, so don’t be afraid to express your passion for customer success and renewable energy. Authenticity goes a long way in making a connection with us!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application is seen by the right people and helps us streamline the process. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Fluence
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how to measure customer satisfaction, retention, and value realization. Being able to discuss these metrics confidently will show your strategic thinking and data-driven approach.
✨Demonstrate Cross-Functional Collaboration
Prepare examples of how you've successfully collaborated with different teams in previous roles. Highlight your experience working with Sales, Marketing, and Product teams to drive customer outcomes. This will showcase your ability to champion a 'One Fluence' approach.
✨Showcase Your Customer-Centric Mindset
Be ready to share stories that illustrate your commitment to customer success. Discuss how you've engaged with customers post-installation to ensure they realise the full potential of solutions. This aligns perfectly with Fluence's culture of being 'Customer Fluent'.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think about how you would define and execute a global customer success strategy or handle a challenging customer situation. Practising these scenarios will help you articulate your thought process clearly.
