Overview

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 an exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.Role

This role 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.What you\''ll do as Customer Success Operations Director

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.What you\''ll do as Client Partner – Major Accounts

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 : Dive into the details and roll up your sleeves—working across all levels of complex, dynamic clientsClient 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 a Customer Success Global Operations Director

Build 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 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 efficientCross-functional leadership: Act as the operational bridge between CS 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 bring to this role

5–10+ 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.Note: Kraken is an equal opportunity employer. We welcome applicants from all backgrounds. We do not discriminate on the basis of any protected attribute. U.S. based candidates can learn more about their EEO rights here.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 maximise comfort during the interview process.Our commitment to equality and diversity: We encourage applications from all qualified individuals. We consider all applicants without regard to race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.

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