Customer Success Lead & Customer Success Operations Architect

Enterprise SaaS

Location: Lund

Role Type: Senior individual contributor with leadership trajectory

Company is building the orchestration layer for residential flexibility across EVs, heat pumps, batteries, solar, and real-time tariffs. We work with electricity retailers and grid operators across Europe and the US.

We are hiring a Customer Success Lead & CS Operations Architect — a senior operator who:

• has already worked in a high-performing SaaS scaleup,

• knows exactly what world-class Customer Success looks like,

• can own utility onboarding and accounts directly, and

• can build the entire CS operating system from scratch.

This is a hybrid role:

50% Customer Success Lead (own customers).

50% CS Ops Architect (build the machine).

No learning on the job.

You bring the playbook, the memory, and the execution discipline.

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What You Will Do

 1. Own enterprise customer relationships and key accounts

You personally manage onboarding + account management, so you feel the real pain and know where to fix the system.

• Lead customer onboarding for strategic accounts

• Hold scheduled standups with customers

• Manage expectations, communication, and escalations

• Run QBRs, roadmap alignment, and value realization review

• Ensure activation and track success KPIs

• Identify upsell/expansion opportunities based on data

This keeps you grounded in real customer needs.

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2. Own onboarding end-to-end

You are the single throat to choke for go-live.

• Build project plans, SLAs, timelines

• Coordinate partners such as Bright/Eliq/Sourceful/internal teams

• Ensure clarity regarding requirements, responsibilities, deadlines

• Remove blockers fast

• Drive predictable time-to-value

• Standardize everything you touch

This is a doing role — no micromanagement, no waiting for others.

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3. Build Company’s entire CS operating system

You design the backbone the company will scale with:

• Onboarding playbooks per user Journey type

• Customer-facing guides, templates, timelines

• Internal documentation, process maps, definitions of done

• CS KPIs, dashboards, and reporting

• Communication SLAs and response standards

• Root-cause elimination loops for recurring issues

• Ticket triage system with Support

•Weekly and monthly review cadences

You bring the structure from your previous scaleup — and implement it here.

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4. Deep dive into data and run continuous improvement

You investigate, diagnose, and solve.

• Analyze onboarding cycle time

• Identify communication failures

• Audit ticket patterns and eliminate root causes

• Track device activation velocities

• Measure customer usage and engagement

• Build dashboards for leadership

• Run hypotheses → tests → measurement → iteration

This is the consulting/ops side of the role.

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5. Be the connective tissue between Product, Engineering, Support, and Sales

You are the operational hub for customer outcomes.

• Support handles tickets — you reduce ticket volume

• Product owns roadmap — you provide structured insights

• Engineering owns fixes — you communicate customer impact

• Sales owns revenue — you surface expansion signals

• You enforce accountability across teams

Your leadership makes the entire customer machine function.

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Why This Role Matters

• You will build the customer success spine of Emulate

• You will own real customers and real outcomes

• You will architect the processes that define how we scale

• You will eliminate chaos and replace it with metrics and systems

• You will operate directly with the CEO and CTO

Who You Are

Must-have (non-negotiable)

• 5–8+ years in Enterprise CS / CS Ops / Implementation / BizOps

• Experience at a successful SaaS scaleup (50–300 employees)

• You have built or operated inside a world-class CS organization

• Strong project management and cross-functional leadership

• Analytical (Excel/SQL/BI tools) with hypothesis-drive mindset

• Hands-on executor — builder, doer, fixer

• Calm under pressure, excellent communicator

• Zero ego, high accountability

• Thrive in ambiguity and create structure

• Experience with complex integrations

Bonus

• Experience with utilities, IoT, DERs, or device orchestration

• Familiarity with Bright/Eliq or white-label energy apps

• Energy market literacy

Contact: johan.nilsson@inducon.se, +46 735 340 200