Customer Success Manager

Are you passionate about solar and battery projects and maximising value?

Acre is proudly working with an international digital platform designed to streamline the solar and battery project lifecycle for installers and retailers, offering a comprehensive suite of free tools. It enables users to efficiently design, quote, procure and manage solar installations from start to finish. Since its launch, the company has gained traction among solar professionals, with over 700 global installers reporting a 300% increase in design efficiency.

As a
Customer Service Manager
, you will be responsible for maximising the value and impact of the solar design SaaS software for installer customers in Germany and EU. This role requires a strategic and proactive approach to customer success, where you will drive process creation, training material development and lead internal and external training sessions. You will establish deep partnerships with customers, actively support their business objectives and enhance their satisfaction to promote sustainable growth and advocacy.

Key Responsibilities

• Customer Relationship Management
  : Establish and nurture strong relationships with installer customers, becoming their primary point of contact for all interactions. Conduct regular check-ins with customers, assessing business progress, needs and challenges.
• Software Promotion and Training Development
  : Introduce SaaS software to customers highlighting its features, benefits, and potential applications to encourage adoption. Develop and deliver engaging training sessions for customers and continuously refine training materials, presentations and guides to enhance both customer onboarding and ongoing usage.
• Process Design and Internal Training Leadership
  : Develop efficient and scalable processes for onboarding, support escalation and customer success. Create and maintain training materials and documentation, leading sessions to ensure a consistent, professional customer experience across the business.
• Customer Needs Analysis and Product Feedback
  : Analyse customer needs, pain points, and usage patterns to deliver tailored solutions. Serve as a bridge between customers and the product team to drive improvements and enhancements. Support product testing to ensure new features meet customer expectations.
• Customer Success Metrics and Risk Management
  : Define and track key success metrics (e.g., activity, retention, satisfaction) for management reporting. Develop proactive success plans to help customers achieve their goals through the software. Identify and address at-risk accounts to reduce churn and strengthen loyalty.
• Market Insights and Competitive Analysis
  : Stay up to date on Germany and EU photovoltaic market trends, competitors and customer preferences. Analyse customer insights to inform product strategy and positioning. Leverage competitive intelligence to enhance our value proposition and market edge.

Key Requirements

• Hands-on experience in sales or operations specifically in the solar retail industry, ideally with experience with solar software or digital platforms.
• Excellent communication and interpersonal skills, able to effectively communicate with customers at different levels.
• Have good problem-solving and decision-making abilities, able to handle complex customer issues under pressure.
• Proficient in using office software and customer relationship management tools.
• Have a certain technical background and be able to understand and explain software functions and technical issues.
• Bachelor's degree or above, major in computer science, engineering, marketing, or related fields.
• Fluent in German and English listening, speaking, reading, and writing, able to communicate with German and EU customers without barriers.

Would you or anyone in your network be interested? Apply directly or reach out to
Aysen Naylor
at