Head of Customer Success (m/f/d)

About the Role

The Head of Customer Success will lead the team of customer engineering project managers within a highly technical and innovative organisation. You will drive customer success by ensuring that EV charging products built on our technology are delivered on time, at the right quality, and with market fit.

This role requires a leader with deep technical expertise in EV charging technology (embedded IoT, cloud systems/CPMS integration, hardware systems) and strong experience managing the full lifecycle of customer product development -- from concept and architecture through certification, production, and market launch.

What You’ll Do

Customer Success Leadership

• Lead, coach, and develop a team of project managers, guiding them through complex, customer-facing engineering projects
• Build systems, processes, and structures that enable efficient customer onboarding, product definition, prototyping, testing, certification, and production preparation

Technical Consultation & Relationship Building

• Serve as senior technical advisor to customers, helping them integrate our software, hardware, and ecosystem into their charging products
• Build and maintain strong relationships across customer organizations, from technical teams to management, sales, and decision‑makers

Customer Product Roadmap Planning & Prioritization

• Work with internal product teams and Technical Product Owners to influence product roadmaps and feature prioritization
• Assess and communicate the business value of feature requests to balance customer needs with company strategy

Cross-Functional Collaboration

• Coordinate internal development teams (R&D, product management, systems) to deliver critical features on time
• Act as a bridge between customer-facing teams and engineering, ensuring smooth execution of projects and feature rollouts

Process Optimization & Documentation

• Drive continuous improvement in customer project processes
• Standardize methods for prototyping, testing, certification, and release
• Improve documentation to enable customers to work more autonomously and reduce the need for custom adaptations

Strategic Market Input & Customer Advocacy

• Provide insights into customer and market trends to shape EcoG’s mid-term product strategy
• Identify high-priority projects and advocate internally to secure resources and focus
• Ensure customer success while aligning with the company’s long-term technology roadmap

About You

Technical Expertise

• Strong background in software development, systems architecture, and hardware integration -- ideally with EV charging station technologies
• Understanding of the full product development lifecycle and certification processes (CE, UL, Calibration Law)

Leadership & Customer Engagement

• Proven leadership experience in managing technical teams and complex, customer-facing projects
• Skilled in engaging with customers at all levels -- from engineering to management -- in a highly technical domain

Project & Process Management

• Solid track record in leading multi-stakeholder projects and applying agile methods (e.g., Scrum, Agile)
• Experience defining and improving processes and creating best practices/documentation for scalable customer success

Business Acumen & Communication

• Ability to assess business value of features and balance customer requirements with company strategy
• Strong interpersonal and communication skills; proven ability to influence internal and external stakeholders

And beyond your expertise, this is how you work

• You take ownership, roll up your sleeves, and proactively seek out tasks. You bring energy, positivity, and structure to collaboration -- without needing to be in the spotlight
• You think in connected systems, develop topics independently, and turn ideas into tangible outcomes. You’re not afraid to make decisions, make mistakes, and learn from them
• You enjoy presenting results to create clarity and alignment, and you regularly surprise those around you with substance, consistency, and execution power. As a sparring partner, you bring realism and help set the right priorities

Preferred

• Experience in the EV or automotive industry, particularly in charging infrastructure
• Familiarity with regulatory and certification standards
• Experience collaborating with both hardware and software development teams

Why us?

• Lead a mission-critical function in a fast-growing, market-leading scale-up
• Shape how customers experience our technology and directly influence product development
• Work at the forefront of sustainable transportation, in a high-impact role that bridges technology, customer success, and strategy
• Competitive salary and benefits, plus the opportunity to grow with an international team in a dynamic industry