Vice President, Customer Success

Fluence Energy•Arlington, TX

27d

About The Position

The Vice President, Customer Success is accountable for ensuring Fluence customers realize the full potential and value of their solutions across the lifecycle – from installation, to post installation adoption through long-term performance, expansion and advocacy. This role drives customer engagement, value realization, and feedback loops that inform the customer of all potential avenues for value realization. Insights may also be used to refine product evolution, services delivery, and go-to-market strategies. The successful candidate will be heavily focused on customer outcomes working as both a strategic architect and an execution leader to establish quantifiable customer outcomes as a significant contributor to Fluence’s growth flywheel.

Requirements

15+ years of progressive leadership experience in customer success, services, projects, or post-sales functions within energy, renewables, grid infrastructure, or technology-enabled industrial environments.
Proven track record of building and scaling customer focused organizations , driving customer adoption, satisfaction, utilization, retention, and long-term value realization in complex B2B or solution-based businesses.
Strong understanding of project-based delivery models , services lifecycles, and the operational realities of energy storage, power systems, or large-scale infrastructure solutions.
Experience capturing customer success measures and driving value realization , including customer engagement frameworks, outcomes measurement, feedback loops, and continuous improvement mechanisms across geographies.
Ability to translate insights into actionable customer success by working with the customer to draw on the full Fluence capabilities.
Bachelor’s degree in Business, Engineering, or related field required.

Nice To Haves

MBA or advanced degree preferred.

Responsibilities

Customer Value & Engagement Engage with customers post-installation to ensure full value realization through effective use cases, best practices, tools, support models, and Fluence resources.
Proactively share Fluence capabilities, fleet-wide insights, and demonstrated value outcomes to reinforce customer confidence and drive utilization.
Support, establish or lead customer forums, user groups, and feedback mechanisms to inform product development, service improvements, and enhanced customer value.
Develop and maintain structured methods to measure customer satisfaction, identify opportunities for greater customer engagement, and provide new use opportunities to the customer.
Serve as a “voice of the customer” for the Chief Customer Success Officer, providing actionable feedback to cross-functional teams to improve customer outcomes.
Customer Success Strategy Define and execute a global customer success strategy aligned with Fluence’s commercial objectives and long-term growth plans.
Ensure consistent customer success practices and experiences across geographies and offerings.
Drive alignment between customer success initiatives and broader go-to-market, services, and digital strategies.
Cross-Functional Leadership Partner closely with Sales, Marketing, Product, Manufacturing, Project, Services, and Digital teams to embed key customer outcomes into all stages of the customer lifecycle.
Champion a “One Fluence” approach to customer engagement, ensuring consistency, transparency, and accountability across functions.
Influence prioritization and decision-making through customer insights and performance data.
Performance Management & Continuous Improvement Define, track, and report on customer success KPIs, including customer satisfaction, adoption metrics, utilization, retention, expansion, and overall value realization.
Lead regular customer and internal business reviews to assess performance and identify improvement opportunities.
Leverage data and insights to continuously refine customer success processes, tools, and operating models.