Customer Success Manager (West Germany)

GreenSketch; Germany (OH); On-site; USD 69,000 - 104,000; Full time

Job summary

GreenSketch, a full-stack, AI-driven solar industry platform, seeks a Customer Success Manager to serve installer partners in Western Germany, ensuring onboarding success, adoption and long-term satisfaction.

You will work with installers to embed GreenSketch into daily operations, run online demos and on-site visits, and collaborate with Product, Support and Marketing to optimize experiences.

Qualifications

• Experience with SMB customers and first CSM role.
• Background in Solar PV and Battery installation.
• Fluent German and English with strong communication.

Responsibilities

• Onboard new installation partners and guide them through their first projects.
• Act as the trusted advisor for customers after go-live.
• Drive product adoption and long-term usage across planning, ordering, and documentation workflows.
• Conduct online demos, trainings and occasional on-site visits.
• Identify customer needs, blockers and improvement opportunities.
• Collaborate closely with Product, Development and Support teams.
• Proactively manage renewals, upsells and customer retention.
• Represent the voice of installers internally.
• Scale onboarding delivering ongoing KPI targets for fast onboarding and first project completion.

Skills

German (fluent)

English (fluent)

SMB experience

First CSM experience

Solar PV knowledge

Vertical SaaS for trades

Education

Degree or vocational training in a relevant field

Job description

GreenSketch is a full-stack, AI-driven solar industry ecosystem platform. Developed by OSW Group, it is the world’s first free, end-to-end solar and battery design platform created for solar professionals, connecting the industry with homeowners, installers, and leading solar brands with unprecedented speed, intelligence and transparency. From rooftop mapping, battery system layouts, to instant quotes, GreenSketch supports lead generation to enhance efficiency across the clean energy industry.

Role Summary

As a Customer Success Manager, you are the main point of contact for our installer partners in the Western Germany. You ensure successful onboarding, strong adoption and long-term customer satisfaction.

You work closely with installers, understand their real-world challenges and help them embed Greensketch into their daily operations.

Key Responsibilities

• Onboard new installation partners and guide them through their first projects in Greensketch
• Act as the trusted advisor for customers after go-live
• Drive product adoption and long-term usage across planning, ordering, and documentation workflows
• Conduct online demos, trainings and occasional on-site visits
• Identify customer needs, blockers and improvement opportunities
• Collaborate closely with Product, Development and Support teams
• Proactively manage renewals, upsells and customer retention
• Represent the voice of installers internally
• Installer Onboarding at Scale Deliverable: Enable small and medium-sized installation companies to start working productively with Greensketch without friction or hand-holding. KPI: % of new installers completing onboarding and finishing their first real project within 30-45 days
• Fast and Visible Installer Value Deliverable: Ensure installers experience clear operational value from Greensketch early in their usage. KPI: Median time-to-first-completed project after account creation
• Daily Operational Usage Deliverable: Embed Greensketch into the installer’s day-to-day planning and administrative workflows. KPI: % of active installers running multiple projects per month in Greensketch
• Sustainable Long-Term Adoption Deliverable: Build trust and long-term usage among installer partners in a non-contractual environment. KPI: 6-month active installer retention rate (continued project activity)

Required Qualifications & Experience

• Education: Degree or vocational training in a relevant field or comparable professional experience.
• Years of experience: Experience working with SMB customers and First CSM experience.
• Relevant industry background: Solar PV and Battery Installation as well as Vertical SaaS for Trades & Field Services.
• Languages: Fluent written and spoken German and English required, due to customer-facing responsibilities. Additional European languages are considered a plus
• Technical skills: able to confidently use web-based SaaS tools and understand solar PV planning data project structures and documentation at a practical level.
• Functional expertise: experienced in onboarding and enabling small and medium-sized customers to adopt a product and integrate it into their daily operational workflows.
• Behavioural competencies: builds trust through clear honest communication takes ownership of customer outcomes and works pragmatically in a fast-moving startup environment.
• Hands-on experience with solar installer workflows.
• Experience onboarding customers to complex B2B SaaS.
• Ability to collect structured feedback and work with Product.

Working Relationships

Internal: primarily CSM Team, Support, Product, Marketing

External: installation partners, possibly wholesale later, social media

Travel Requirements

Willingness to travel up to 40% of the working time within the assigned region.