Regional Lead of Customer Success (UK & Europe)
Company Overview
GreenSketch is a digital solar design and workflow platform developed by OSW Group. It enables installers, EPCs, and partners to design, quote, and deploy solar and battery solutions efficiently through an end-to-end SaaS platform.
Operating at the intersection of clean energy, SaaS, and installer ecosystems, GreenSketch supports the global transition to renewable energy by simplifying complex solar workflows and improving commercial execution for partners across regions.
Role Summary
The Head of Customer Success (UK & Europe) is a senior leadership role responsible for driving customer adoption, retention, expansion, and long-term value realisation across GreenSketch’s European installer and partner base.
Based in London, this role oversees Customer Success strategy and execution across multiple European markets, manages remote, multi-country CS teams, and works closely with Product, Growth, Sales, and Partnerships to ensure strong product adoption and customer outcomes.
This role requires deep solar / PV industry experience, moderate travel availability, and the ability to operate effectively across diverse regulatory, cultural, and market environments.
Key Responsibilities
Customer Success Strategy & Leadership
- Define and own the Customer Success strategy for the UK and other European markets, aligned with regional growth and revenue objectives
- Build and lead a high-performing, remote Customer Success organisation covering multiple European regions
- Establish clear success frameworks, engagement models, and escalation paths across markets
Installer Network & Partner Management
- Act as a senior point of contact for key installer partners, EPCs, and strategic accounts
- Drive onboarding, adoption, and lifecycle engagement across installer networks
- Ensure consistent customer experience while allowing for country-specific nuances
Adoption, Retention & Expansion
- Own core CS metrics including adoption, retention, churn, NPS, and expansion opportunities
- Identify upsell, cross-sell, and value-added service opportunities in collaboration with Sales and Partnerships
- Translate customer feedback into actionable insights for Product and Growth teams
Cross-Functional Collaboration
- Partner closely with Product to influence roadmap priorities based on customer needs and field insights
- Work with Growth and Sales to support renewals, expansions, and market launches
- Align Customer Success operations with regional go-to-market strategies
Regional & Operational Excellence
- Manage Customer Success operations across multiple European jurisdictions
- Ensure teams are equipped to handle local regulatory, commercial, and installer-specific requirements
- Maintain high operational standards, reporting, and forecasting across the region
Travel & Field Engagement
- Maintain a strong field presence through regular travel across the UK and Europe
- Represent GreenSketch at installer events, partner meetings, and industry forums
- Build trusted relationships with customers and ecosystem stakeholders on the ground
Key Deliverables / KPIs
- Strong customer adoption and sustained platform usage across Europe
- High retention rates and reduced churn across installer segments
- Successful onboarding and time-to-value for new customers
- Expansion revenue influenced by Customer Success
- High customer satisfaction and advocacy (NPS, references, case studies)
Required Qualifications & Experience
- Bachelor’s degree in Business, Engineering, Energy, or a related field
- 10+ years of experience in Customer Success, Account Management, or Operations roles
- Strong solar / PV industry background (installer, EPC, distributor, or solar SaaS ecosystem)
- Proven experience managing installer or partner networks
- Demonstrated success leading remote, multi-country teams across Europe
- High comfort with regular travel across multiple European markets
Skills & Competencies
- Strong leadership presence with the ability to influence senior customers and internal stakeholders
- Deep understanding of installer workflows, solar project lifecycles, and commercial models
- Ability to balance strategic planning with hands-on execution
- Excellent communication and stakeholder management skills across cultures
- Data-driven mindset with strong operational discipline
Language Requirements
- Fluent English – required
- Additional European language(s) such as Italian, Spanish or French are highly advantageous
Preferred / Nice-to-Have
- Experience in solar SaaS, construction tech, or B2B workflow platforms
- Prior responsibility for CS in both mature and emerging European markets
- Exposure to subscription, usage-based, or hybrid SaaS commercial models
Location & Travel
- Primary base: Preferably London or close to London
- High travel availability across the UK and Europe (expected and required)