Overview

Help us use technology to make a big green dent in the universe!Kraken powers some of the most innovative global developments in energy. We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone. It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.Roles and leadership

This is a role that wears two very important hats for the Customer Success group at Kraken - Client Partner for one or more accounts, and Customer Success Operations Director. As we scale the Customer Success organization, there is an opportunity to grow the operations role into a small team helping guide our global practice. This is a senior leadership opportunity in the Customer Success organization, driving practice alignment around the globe.As the Customer Success Operations Director, you’ll work with the global head of Kraken Customer Success to build and scale the operational backbone of our Customer Success (CS) organization. You’ll take the lead on the systems, insights, and processes that empower our Client Success teams to drive exceptional client outcomes, operational efficiency, and company growth.This role reports to the Global VP of Customer Success and partners closely with Delivery, Sales, Product, Engineering, Finance, Kraken Experience, and the entire Customer Success organization. You\''ll be a critical driver in making Customer Success more scalable, data-driven, and business-aligned as we expand globally.As the Client Partner – Major Accounts, you’ll lead the strategic relationship with one or more Kraken’s largest utility and energy clients. This is a high-impact role at the intersection of technology, transformation, and sustainability. You’ll be accountable for four core areas:Executive Account Leadership plus hands-on Day-to-Day Engagement- Serve as a senior strategic partner to C-level+ stakeholders Dive into the details and roll up your sleeves—working across all levels of complex, dynamic clients- Maintain strong, proactive engagement to ensure delivery, satisfaction, and trustClient Value Realization- Ensure clients get full value from our products and operating model- Connect the dots between our tech, cultural transformation approach, and their evolving needsMajor Escalation Management- Manage clients through escalations for critical issues- Partner closely with Technical Account Managers and Support to drive resolution and protect and cultivate relationshipsCommercial Management and Growth- Manage commercial relationships and deliver to new business development and/or revenue targets- Identify and shape early-stage growth opportunities across the portfolioWhat you\''ll do as Customer Success Global Operations DirectorBuild and Optimize CS Infrastructure: Design, implement, and continuously improve the systems, tools, and workflows that power Customer Success globallyCustomer Success Insights and Reporting: Establish and maintain KPIs, health scores, customer journey metrics, and executive dashboards to guide strategy and day-to-day executionProcess and Program Management: Lead initiatives such as onboarding programs, playbooks, lifecycle frameworks, QBR processes, and churn mitigation workflowsEnable and manage change in the CS Team at Scale: Create scalable training programs, best practice guides, and process automation to make the CS team more effective and efficient. Help manage change in organization successfully with high employee satisfaction and engagement.Cross-Functional Leadership: Act as the operational bridge between Customer Success and other teams to align on customer health, growth, and retentionStrategic Planning and Forecasting: Support CS leadership in headcount planning, customer segmentation strategies, and capacity modeling to align with business objectivesWhat you\''ll do as a Client PartnerOwn one or more client relationships end-to-end, from strategic alignment to commercial executionDrive regular executive engagement and joint governance (e.g. QBRs)Partnering with TAMs, client delivery, product, and engineering teams to deliver on going valueDeveloping product feedback loops, aligning Kraken’s delivery and product teams with client priorities. Influencing product and client roadmapsTravel regularly to client sites and Kraken offices as neededWhat you\''ll bring to this role5–10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations roles within SaaS companiesStrong analytical skills — you can build models, create dashboards, and draw insights to influence decisionsHigh level of business acumen — you understand how Customer Success ties into broader revenue, retention, and company objectivesA bias toward clarity, simplicity, and action — you make complex processes understandable and easy to executeEnterprise client leadership – Hands-on experience with complex B2B tech account management, sales and/or delivery; quota-carrying or PandL experience a plusTransformation mindset – Ability to guide clients through operational and cultural change, with a consultative, pragmatic styleTech/Product fluency – Strong understanding of SaaS businesses; ideally with engineering or product experienceEnergy and Utilities sector knowledge – Experience in utilities or energy retail and/or similar sectors (e.g. telecom, banking) that have undergone digital transformationExecutive presence – Trusted advisor to senior leaders; able to influence and challenge constructivelyCultural fluency – Business Fluent English required; Business mastery of second language supporting work across our customer geographies (e.g. Spanish, French, Germany, Japanese) is also a plus, as well as appreciation for cross-cultural dynamics.Kraken is a certified Great Place to Work in France, Germany, Spain, Japan and Australia. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.7. Check out our Welcome to the Jungle site to learn more about our teams and culture.Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at inclusion@kraken.tech and we\''ll do what we can to customise your interview process for comfort and maximum magic!Our equal opportunity statement: Kraken is an equal opportunity employer. We do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status. U.S. based candidates can learn more about their EEO rights here.Our Privacy Notices: Applicant and Candidate Privacy Notice and Artificial Intelligence (AI) Notice, Website Privacy Notice and Cookie Notice govern the collection and use of your personal data in connection with your application and use of our website. Depending on your location, you may have rights to access, correct, or delete information, object to processing, or withdraw consent. By applying, you acknowledge that you’ve read, understood and consent to these terms.

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