Head of Global Customer Success

EnerVenue's Story
Named one of the world's Top Greentech Companies by TIME in 2024 and 2025, EnerVenue builds simpler, safer, and more flexible energy storage solutions for the clean energy transition. Based on technology proven over decades under the most extreme conditions, EnerVenue offers a differentiated stationary storage solution that improves upon today's alternatives.

Leveraging metal-hydrogen battery technology first developed by NASA, EnerVenue's differentiated offerings are ideal for large, stationary energy storage applications requiring robust performance, like utility power and data centers, harsh desert environments, remote projects, and for customers seeking simple and reliable energy storage options.

After decades of successful deployment in aerospace, and following a materials breakthrough at Stanford University, EnerVenue was formed to commercialize metal-hydrogen energy storage technology for terrestrial applications. The company has offices in the Silicon Valley, California – home to technology innovation, and Changzhou, China – the global epicenter of battery expertise. EnerVenue's aim is to provide safe, flexible, and reliable energy storage systems that facilitate renewable energy integration and improve grid stability.

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*Your Mission*
Your mission is to build and lead a global function that transforms our innovative technology into operational assets for our customers. This role is the bridge between our manufacturing excellence and our customer's operational success. You will be responsible for architecting, scaling, and optimizing a world-class global operations team that delivers safe, efficient, and flawless installation, commissioning, and lifetime service of EnerVenue's energy storage systems.

Your performance directly impacts customer satisfaction, product reliability data, and recurring service revenue.

*Positional Targets and Outcomes*

• Strategic Function Leadership:

• Develop and execute the global strategy for the entire post-sales customer lifecycle: installation, commissioning, warranty fulfillment, and field service.

• Build a scalable, standardized operating model for field operations, including processes, tools, and training, that can be adapted across diverse regions (North America, EMEA, APAC).

• Team Building & Development:

• Recruit, mentor, and lead a high-performing global team of Regional Managers, Field Service Engineers, Commissioning Engineers, and technical support staff.

• Foster a culture of safety, technical excellence, customer-centricity, and continuous improvement.

• Operational Excellence & Safety:

• Own and be ultimately responsible for the safety of all field operations. Implement a rigorous global EHS program with a goal of zero incidents.

• Define and track key performance indicators (KPIs) such as First-Time-Right Rate, Mean Time to Repair (MTTR), Installation Cycle Time, and Customer Satisfaction (CSAT/NPS).

• Manage the operational and capital budgets for the global function, ensuring cost-effective and high-quality service delivery.

• Technical & Process Development:

• Oversee the creation and maintenance of all global installation manuals, commissioning procedures, and standard operating procedures (SOPs) for service.

• Establish and manage a global spare parts logistics and inventory strategy to support service level agreements (SLAs).

• Partner with Product Development and Engineering to feed field data and failure modes back into the New Product Introduction (NPI) process, driving product reliability and design-for-serviceability improvements.

• Stakeholder Management:

• Work seamlessly with Sales to develop and price service offerings and warranties.

• Collaborate with Supply Chain and Logistics to ensure timely and complete delivery of systems and parts to project sites.
• Interface directly with key customers and project developers to ensure a superior client experience during deployment and throughout the asset's life.

Requirements

• A minimum of five years of progressive leadership experience in field service, commissioning, or installation operations, with at least two years in a global or multi-regional leadership role.
• Proven experience building a global field service or installation function from the ground up in a high-growth, complex hardware environment (energy storage, solar, wind, power generation, industrial equipment, or medical devices).
• Deep understanding of technical commissioning processes for complex electrical systems and a strong background in EHS standards for high-voltage and construction sites.
• Demonstrated success in managing P&L and operational budgets for a global service organization.
• Bachelor's degree in Engineering (Electrical, Mechanical, or Industrial preferred). An MBA or advanced management degree is a strong plus.

*Ideal Profile and Competencies*

• A Builder, Not Just a Manager: You are energized by creating systems, teams, and processes where none existed and can scale them efficiently.
• Operational Focus: You are driven by data, metrics, and process to deliver predictable, high-quality outcomes in an unpredictable field environment.
• Safety-First Leader: You are an unwavering advocate for safety, embedding it into every process, decision, and conversation.
• Customer Champion: You understand that the field team is the face of the company and are obsessed with delivering an exceptional customer experience.
• Pragmatic & Resilient: You can navigate the logistical, cultural, and technical challenges of global deployment with calm and determination.

Note: Statements included in this description are intended to reflect in general the duties and responsibilities of this position and are not to be interpreted as being all-inclusive.

EnerVenue is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, national origin, ancestry, creed (religion), gender or gender identity, sexual orientation, military status, citizenship status, age, disability, genetic characteristics, marital status, or any other characteristic protected by applicable law.