Customer Success Operations Director

Help us use technology to make a big green dent in the universe

Kraken powers some of the most innovative global developments in energy.

We’re 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.

It’s 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**, you’ll work with the global head of Kraken Customer Success to build and scale the operational backbone of our Customer Success (CS) organization. You’ll 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. You'll 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**, you’ll lead the strategic relationship with one or more Kraken’s largest utility and energy clients. This is a high-impact role at the intersection of technology, transformation, and sustainability. You’ll 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 sleeves—working 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 you'll 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 you'll 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 Kraken’s delivery and product teams with client priorities. Influencing product and client roadmaps.
- Travel regularly to client sites and Kraken offices as needed

**What you'll bring to this role**:

- 5-10+ 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 Su