Customer Success Lead

Fronted

Hiring partner

NEXUS - Grid Intelligence

Hiring through Fronted

Full-time

Hybrid

Arnhem

Munich

Amsterdam

Who we are looking for

Are you a customer success visionary ready to build and scale our customer value journey from the ground up, driving retention and growth for our SaaS solutions?

Highlights

Customer Success

SaaS

Process Building

Remote (EU)

Growth

Client Retention

Strategic Impact

Relevant experiences

Experience in Customer Success Management (CSM), solutions engineering, or implementation within SaaS or industrial software environments 4+ years.

Demonstrated comfort with data analytics and business intelligence (BI) tools.

Strong communication skills and proven executive presence.

Nice to Have

Experience in the utility or Distribution System Operator (DSO) sector.

Awareness of security and regulatory requirements in the energy or software industry.

Drive customer value and build our success journey from zero to one.

About the Role

As our Customer Success Lead, you will be pivotal in defining and scaling the customer journey. From initial onboarding to driving continuous value realization and strategic renewals, you'll build the foundational processes and playbooks that ensure our customers thrive with Nexus Grid's innovative solutions.

Customer Growth & Retention

Achieve gross retention of ≥95% and net retention of ≥105% within 12 months, securing our customer base.

Accelerated Value Realization

Reduce time-to-value for new customers by 20–30% within 9 months, ensuring quick impact.

Customer Advocacy

Attain a Net Promoter Score (NPS) of ≥40 within 12 months and cultivate referenceable lighthouse customers.

Drive value from day one and ensure continuous success for our customers.

Your Daily Impact

As our Customer Success Lead, you will be instrumental in ensuring our customers achieve maximum value from Nexus Grid's solutions, from their initial engagement through long-term partnership.

Onboarding & Value Realization

Define and implement robust onboarding playbooks to accelerate time-to-value for new customers, ensuring a seamless start and immediate impact.

Strategic Customer Partnerships

Lead Quarterly Business Reviews (QBRs) and establish strong relationships with executive stakeholders to understand their evolving needs and ensure Nexus Grid aligns with their strategic goals.

Operational Excellence

Manage Service Level Agreements (SLAs) with internal operations and engineering teams, advocating for customer needs and ensuring timely resolution of issues.

Product Adoption & Feedback

Drive product adoption through effective training and support, while consistently surfacing valuable customer insights and feedback to the product development team.

Growth & Retention

Accurately forecast renewals and proactively identify and execute upsell motions, contributing directly to gross and net retention targets.

A dedicated advocate building lasting customer value and partnerships.

Ideal Candidate Profile

We're looking for a proactive and experienced Customer Success professional to champion our clients' success, from initial engagement to long-term growth and advocacy.

CSM Expertise

4+ years in Customer Success Management, solutions engineering, or implementation within SaaS or industrial software environments.

Data-Driven Approach

Proven ability to leverage data analytics and business intelligence (BI) tools to demonstrate value and guide customer strategy.

Executive Communication

Exceptional communication skills and a strong executive presence to engage effectively with senior stakeholders and drive strategic conversations.

Process Builder

Experience designing and implementing customer success processes, playbooks, and strategies from the ground up (zero to one mindset).

Industry Acumen (Plus)

Familiarity with the utility or Distribution System Operator (DSO) sector, along with awareness of relevant security and regulatory requirements.

Strategic Partner

Demonstrated success in fostering long-term customer relationships, driving retention, and identifying opportunities for expansion and advocacy.

We invest in our people with competitive rewards and a supportive environment.

What We Offer

We believe in rewarding performance and providing the tools you need to succeed in a dynamic, high-growth environment.

Work From Anywhere

Enjoy the flexibility to work from any location for up to 4 weeks a year.

Wellbeing Budget

A dedicated budget to support your physical and mental well-being.

Learning & Development

Access a personal stipend for continuous learning and professional development.

Office location

3 locations

Arnhem, Netherlands

Arnhem, NL

Munich, Germany

Munich, DE

Amsterdam, Netherlands

Amsterdam, NL

NEXUS - Grid Intelligence

https://www.nexus-grid.net/

Our offering

Nexus Grid is at the forefront of transforming medium voltage grids through intelligent, AI-powered asset intelligence. Our platform provides European utilities and Distribution System Operators (DSOs) with the 'superpowers' to operate smarter, predict failures, and optimize grid performance.

Our core solutions include:

Real-Time Asset Performance Optimization: We offer continuous monitoring of thermal stress, voltage patterns, and load distribution. This allows utilities to maximize asset utilization without compromising safety, extending asset lifespan by up to 30% and unlocking hidden capacity.
Predictive Failure Prevention: Utilizing advanced machine learning models, Nexus Grid analyzes historical and real-time data to predict equipment failures weeks before they occur. This dramatically reduces unplanned outages by up to 60% and improves crew scheduling by 40%.
Thermal Efficiency & Grid Intelligence: Our system pinpoints thermal bottlenecks within the medium voltage grid, optimizing energy flow and reducing technical losses by up to 15%. This also helps in cutting peak demand charges.

Born from DNV's deep grid expertise and driven by AI innovation, Nexus Grid shifts traditional reactive maintenance to a proactive, predictive approach. We provide 100% MV network transparency and unify siloed data sources (SCADA, maintenance, field reports) into a single, intelligent platform. Our mission is to make every MV grid intelligently resilient, operationally efficient, and future-ready for the energy transition.

Key stats

~30%

Extension of asset lifespan

~60%

Reduction in unplanned outages

99.99%

Grid Reliability Uptime

Our culture

🌟

Innovation & Impact

Driven by AI, we're building cutting-edge solutions that genuinely transform critical infrastructure and contribute to a sustainable energy future.

💡

Expertise & Growth

Born from DNV's deep grid knowledge, we foster a learning environment where deep industry expertise meets pioneering AI development.

🌍

Future-Ready Mission

Our work directly supports the energy transition, offering a chance to make a significant, positive impact on grid reliability and efficiency across Europe.

Some benefits we offer

📈

Real-World Impact

Work on solutions that directly optimize essential infrastructure, contributing to grid reliability and the global energy transition.

🧠

Cutting-Edge Technology

Engage with advanced AI and machine learning to solve complex challenges in grid operations and predictive maintenance.

🤝

Collaborative Environment

Join a team born from deep industry expertise that values innovation and empowers European utilities towards a smarter grid.