Head of Customer Success & Support

Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you'll play a vital role in delivering cutting-edge data solutions for a lower-carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.

At Gorilla, we're transforming how the world's most ambitious energy companies achieve their goals. As Team Lead Customer Success & Support, you'll play a pivotal role in shaping our customer strategy, building a high-performing global team, and delivering real business impact.

You'll lead both our Customer Success and Support teams to ensure our enterprise clients receive exceptional service and value. This is a high-ownership role for a hands-on strategic leader who thrives in fast-changing environments and loves empowering others to do their best work.

You'll report to our VP of Customer & Delivery, Willem Torfs , and work closely with Sales, Product, Marketing, and Operations.

1. Customer Success Leadership

• Design and lead the Customer Success strategy to maximize value, retention, and growth.

• Build strong executive relationships with key enterprise customers.

• Lead strategic conversations and act as a point of escalation.

• Own and exceed metrics such as live ARR, NRR, and CSAT.

2. Support Team Integration

• Ensure Support is fully aligned with the customer journey and Success strategy.

• Empower Support Engineers with the tools and processes they need to deliver fast, reliable, and data-driven support.

• Provide strategic and tactical guidance for high-impact customer issues.

3. People Leadership

• Lead, coach, and develop a team of Customer Success Managers and Support Engineers.

• Foster a culture of ownership, curiosity, feedback, and continuous improvement across time zones.

• Champion team rituals that promote growth and well-being.

4. Digital Transformation & Innovation

• Lead adoption of new tools, AI, and automation to streamline operations and improve customer outcomes.

• Drive a test-and-learn approach to new ideas, ensuring scalable, measurable improvements.

• Create structure from ambiguity while remaining hands-on and adaptable.

5. Operational Excellence & Cross-Functional Partnership

• Use data and analytics to improve customer journeys and internal operations.

• Drive collaboration across departments to ensure customer-centric decisions and coordinated execution.

6. Community & Advocacy Building

• Strengthen our customer community and create platforms for peer learning and best practice sharing.

• Identify and support customer advocates to elevate Gorilla's impact and brand.

Must-Haves

• Proven leadership experience in Customer Success (enterprise SaaS/B2B context).

• Track record of driving business outcomes through strategic customer relationships.

• Confident people leader who can coach, develop, and inspire cross-functional teams.

• Data-driven, with experience using CS tools and analytics to inform decisions.

• Comfortable working across multiple time zones with a distributed team.

• Hands-on change leader who's led teams through digital or process transformation.

Nice-to-Haves

• Experience managing or working closely with a Support function.

• Exposure to AI, automation, or tooling that improves customer experiences.

• Familiarity with platforms like HubSpot, Planhat, Zendesk, or equivalents.

• Experience building customer communities or running advocacy programs.

• Knowledge of the energy or utilities industry.

• Key customer metrics (ARR, NRR, CSAT) consistently exceed targets.

• High retention and expansion through strategic partnerships.

• CS and Support function as one cohesive, customer-centric unit.

• New tools and ways of working are embedded and adopted across the team.

• Our customer community is active, engaged, and growing.

This role is currently an Office -Mix Hybrid role. This means you would chat with your leader and team for the number of day you need to be together to collaborate and achieve outcomes in close proximity. This is often 1 - 2 days a week. The other days you have flexibility.

• You thrive in ambiguity and bring clarity to complex situations.

• You coach and elevate others while driving toward meaningful outcomes.

• You love building strategy and also rolling up your sleeves to deliver.

• You believe in cross-functional collaboration and systems thinking.

• You embrace experimentation, feedback, and learning as part of daily leadership.

• Flexible work options - We offer country-specific mobility benefits, and the ability to work flexible hours.

• A job with purpose At Gorilla, we're not just watching the world change-we're making it happen! We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we're here to make a big impact and have some fun along the way.

• Renumeration Approach which is clear and no-nonsense based on your experience and location.

• Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage.

• Career Growth opportunities As Gorilla is growing at an incredible pace, you can leave your mark - growing alongside Gorilla. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.

• International Travel We host Gorilla Company Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Portugal, Amsterdam, and Spain.