Head of Customer Success

eSmart Systems builds and delivers the next generation AI-based analytics software solutions for the inspection and optimization of the world’s critical energy infrastructure. The company is based on 20+ years of international experience in establishing and operating knowledge-based solutions for energy companies.  Since 2013 the company has grown rapidly and currently consists of 80 employees with offices in Norway, Denmark, the UK, and the US.

eSmart delivers solutions to major utilities and transmission & distribution grid operators. Our investors are leaders in the energy space and of significant scale, including Energy Impact Partners, innogy Ventures, Kongsberg Digital, Equinor Ventures, Nysnø, and several Norwegian utilities. In 2019 eSmart Systems raised $34.4M in funding to accelerate the growth in Europe and the US, focusing on opportunities to apply its market-leading AI solutions to transform the way energy companies inspect and optimize critical infrastructure assets. Our scale-up plan is ambitious, and as our Global Head of Customer Success you will play a pivotal role as we continue to scale. 

eSmart’s core value proposition is transforming image data, into actionable data that the energy companies deploy to revolutionize their operations.  Since 2013 we have invested significant resources into our unique AI-enabled SaaS solutions in close coordination with our clients. Our solutions gather vast quantities of data that are analyzed by advanced image recognition, prediction, and optimization models. The outcome is completely new ways of utilizing data, making decisions, and optimizing resources and costs. In 2018 and 2019 we were selected as one of four Finalists for Microsoft’s AI Partner of the Year, out of 2,600 AI companies.   To thrive in this environment, our new Global Head of Customer Success must lead an organization capable of solving critical business problems with our innovative solutions. 

Transforming established business processes is hard. As our Global Head of Customer Success, you will play a pivotal role ensuring the most compelling impact across our customer base. As customers achieve this success with our solutions, we need to leverage this to expand our footprint across our portfolio of customers and partners. As a SaaS company, Customer Success is vital to our long-term profitability.  

In this role you will be responsible for all our Customer Success activities globally, reporting directly to the Chief Commercial Officer. Customer Success is part of the Commercial group in the company and consists of three functions: Customer Success, Delivery, and Support. You will own the full customer lifecycle and management after the hand-off from sales. An important part of the role will be for you to build, manage, and scale a high functioning global organization. This includes managing teams based across the US and Europe. 

Responsibilities: 

Ensure Successful Deliveries 

  • Manage our portfolio of programs, from pre-sales through initial go-live phase(s) and ongoing operations 
  • Work closely with Sales to evaluate prospective and current customer needs  
  • Be an invaluable participant in sales strategy, client discussions, presentations, and proposal development 
  • Estimate and propose solutions that meet customer needs 
  • Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue  
  • Support the creation and negotiation of Statements of Work 
  • Monitor overall project health including schedule, margin, utilization, and achievement of both customer and eSmart Systems business objectives 

 Drive Customer Success Outcomes 

  • Ensure clients exceed their expectations in using our solutions 
  • Maximize adoption and utilization of eSmart Systems’ products within our customer base 
  • Ensure software renewals and expansion of pilots into large scale programs  
  • Expand our revenue in accounts by driving the consumption of our products through increased adoption 
  • Drive new business growth through greater advocacy and reference-ability 
  • Document and quantify customer success stories 
  • Contribute to marketing content and thought leadership  

 Define and Optimize Customer Lifecycle  

  • Lead and drive our customer engagement journey, including customer workshops, creation and selection of use cases, project management, change management, and value capture 
  • Work closely with our customers to define ROI for our products  
  • Own and deliver our pilots to maximize conversion from pilot to SaaS 
  • Standardize and optimize processes between customer success, delivery, and support 

Measure the Effectiveness of Customer Success 

  • Define operational metrics for customer success  
  • Monitor and track relevant KPIs 
  • Optimize cost and profitability of delivery 

Inspire Customer Success Across the Company 

  • Align with Marketing around marketing to existing clients 
  • Align with Product around driving product roadmap 
  • Align with Sales around sales, especially on defining our ideal customer 

 

Qualifications: 

  • You have leadership experience from work in management consulting or industry 
  • Strong project management capabilities and the ability to operationalize this at a global scale 
  • Higher-level education  
  • Experience in leading and scaling global customer-facing organizations 
  • Deep understanding of value drivers in recurring revenue business models 
  • Demonstrated experience with change management and value capture processes 
  • Ideally have exposure and experience working in the energy sector 
  • Have exceptional written and verbal communication skills 
  • Have the motivation to work in a dynamic, fast-paced, international environment 
  • Have the energy and ability to drive our projects, customers, company, industry, and society forward 
  • Hands-on attitude who thrives when spending time with customers 
     

What we offer

  • Opportunity to participate in building one of the most interesting and impactful technology companies in the world 
  • Competitive compensation and benefits 
  • Opportunity to work with some of the best people on some of the most exciting projects anywhere 
  • Short decision lines and agile working methods   
  • High level of autonomy and ability to influence decisions 
  • Endless opportunities to grow 
  • Workplace flexibility US East or Central time zone is preferred due to coordination with Europe 
     

For further information regarding the position, please contact: 


Henrik Bache - henrik.bache@esmartsystems.com