Customer Success Manager (m/f/d)

at  terralayr

WHO WE ARE - OUR MISSION:

terralayr addresses the massive deficit in global energy storage.
The over-indexing of electricity generation from renewable energy sources leads to large volatility on the energy grid. The main problem is that wind and solar farms are fluctuating and, by definition, unsteady—there is no sun at night, and it is not always windy. This increases the need for flexibility in the form of battery storage systems to balance the grid in times when supply and demand do not match.
By buying and developing grid-scale storage assets and virtually aggregating them across a layer, we are creating the world’s first energy cloud. Imagine AWS for energy. Through the flexibility we secure, we can market flexibility-as-a-service and hedging products/power insurance to utilities, SMEs, and industrial players and create virtual storage capacity for PV and wind farms.

WHAT WE ARE CURRENTLY HIRING FOR

We are looking for a Customer Success Manager (m/f/d) to join our team and play a pivotal role in the success of our flexibility cloud. In this mission-critical position, you will be responsible for ensuring the successful onboarding and ongoing support of our diverse energy customers onto the terralayr platform. This includes designing and managing the entire onboarding process for flexibility users and new storage assets, as well as providing continuous support to ensure long-term customer satisfaction.

WHAT WE ARE LOOKING FOR - YOUR QUALIFICATIONS

• Experience – 3+ years in a similar role within the energy industry, with a strong understanding of energy storage systems and their technical interfaces.
• Customer Focus – Demonstrated ability to build and maintain strong customer relationships, with a focus on service excellence and proactive problem-solving.
• Technical Proficiency – Solid understanding of IT interfaces and experience in onboarding new system users using technical onboarding tools such as Asana, Jira, or others.
• Communication Skills – Strong verbal and written communication skills in both German and English, with the ability to adapt to different stakeholder needs.
• Project Management – Proven project management skills, with a structured approach and diligent execution.
• Entrepreneurial Mindset – A proactive, action-oriented approach with a high degree of responsibility and autonomy.
• Language Proficiency – Full business proficiency in German and English.

• Customer Onboarding – Design, manage, and continuously improve the process of customer interactions during both the onboarding and operational phases. Ensure a seamless integration experience for users onto the terralayr platform.
• Customer Relationship Management – Serve as the primary point of contact for customers, addressing any platform or product-related issues. Build and maintain strong relationships with our customers to understand their needs and help them unlock the full value of our offerings.
• Service Orientation – Proactively assist customers in resolving challenges and provide guidance on how to maximize their use of the terralayr platform. Maintain high levels of customer satisfaction by ensuring timely and effective solutions to their queries.
• Stakeholder Communication – Manage communication with all relevant stakeholders, both internal and external, to ensure that customer requirements are met. Collaborate closely with our Sales and Software Engineering teams to share customer feedback and insights, driving continuous process improvement.
• Project Management – Oversee the onboarding process for customers on both the supply and demand sides of our flexibility platform. Ensure that all required energy processes are in place and manage the project timeline and deliverables efficiently.
• Customer Support – Provide ongoing support to customers throughout their journey with terralayr, ensuring that their experience with the platform remains positive and productive. Address any issues that arise, coordinating with internal teams to resolve them swiftly.