Head of Customer Success

Driivz, a Vontier company, powers the e-mobility revolution with a market-leading, end-to-end EV charging and energy management platform for global charge point operators and electric mobility service providers. We offer a scalable, integrated solution that enables our clients to efficiently manage their networks and provide EV drivers with an exceptional charging experience. Operating in over 30 countries across the US, Europe, and Asia, we facilitate hundreds of millions of charging events for millions of EV drivers and manage more than 100,000 public chargers (with hundreds of thousands available through roaming).

Our customers include global industry leaders such as EVgo, Volvo Group, Shell, Circle K, Mer, Recharge, Kople, ESB, CEZ, MOL Group, and eMobility Power. Join our team and collaborate with some of the brightest and most innovative minds driving the e-mobility industry forward and building a greener future. For more information, please visit http: //www. driivz. comAbout the RoleAs the Head of Customer Success at Driivz, you will own the global strategy, execution, and growth of our Customer Success organization.

You will lead a high-performing team of Customer Success Managers, ensuring our customers realize maximum business value from their investment in Driivz. You will be accountable for customer retention, expansion, and satisfaction, as well as building scalable processes and best practices that enable our team to deliver an exceptional customer experience across all stages of the lifecycle. Your role combines strategic leadership, operational excellence, deep technical credibility, and executive-level relationship management. You will partner closely with Sales, Product, Support, and Professional Services to drive alignment around customer outcomes, accelerate time-to-value, and turn our customers into long-term advocates.

Your Impact· Strategic Leadership: Define and execute the vision, strategy, and operating model for Customer Success at Driivz, ensuring alignment with company goals. · Technical Leadership: Develop and maintain a deep understanding of the Driivz platform architecture, integrations, and deployment models, with hands-on capabilities, to guide the team and advise customers on optimal usage and best practices. · Mission-Critical Expertise: Ensure operational excellence and reliability in a platform that underpins customers’ core business operations, with high focus on customer health· Team Management: Hire, lead, mentor, and develop a high-performing CS team, fostering a culture of accountability, customer advocacy, and continuous improvement.

· Customer Retention & Growth: Own net retention targets and partner with Sales to identify expansion opportunities and mitigate risks. · Executive Engagement: Build trusted relationships with senior stakeholders at key accounts, serving as an escalation point and strategic advisor. · Operational Excellence: Develop and optimize CS processes, playbooks, KPIs, and systems to improve efficiency, predictability, and scalability. · Customer Insights: Partner with Product and R&D to bring the voice of the customer into product roadmap decisions and ensure customer feedback loops are embedded into the organization. · Lifecycle Management:

Oversee the customer journey from onboarding through adoption, renewal, and expansion, ensuring consistent delivery of business value. · Crisis Management: Lead the team through high-severity incidents, ensuring clear communication, coordination, and swift resolution. · Industry Thought Leadership: Represent Driivz at customer events, conferences, and industry forums to strengthen brand and customer trust. Minimum Requirements· 10+ years of work experience in Customer Success, Account Management, or related customer-facing leadership roles within SaaS or technology companies. · 5+ years in a senior leadership role managing multi-level CS teams serving enterprise customers with high ARR.

· Proven experience in mission-critical SaaS environments where uptime, security, and performance are central to the customer value proposition. · Strong team and collaboration capabilities, capable of harnessing the organization around customer centricity· Strong technical literacy, with the ability to understand complex SaaS architectures, APIs, integrations, and deployment models. · Exceptional executive presence and communication skills, with the ability to influence at C-level both internally and externally. · Strong business acumen with the ability to link technical solutions to measurable business outcomes. · Experience building and scaling CS processes, playbooks, and metrics in high-growth environments.

· Demonstrated success in cross-functional collaboration with Sales, Product, and Support teams. · Deep understanding of SaaS business models and customer lifecycle management. Experience leading global CS teams across multiple geographiesPreferred Requirements· Knowledge of and/or interest in the eMobility and electric vehicle industry. · Familiarity with tools like Salesforce, Gainsight, or other CS platforms. Technical Expectations for the Role· Gain and maintain expert-level knowledge of the Driivz platform, including its architecture, key modules, APIs, and integration frameworks. · Confidently participate in technical and architectural discussions with customer IT and engineering teams.

· Translate technical complexities into business value for executives, and customer business goals into actionable technical strategies for internal teams. · Guide the CS team in complex operational issues, coordinating with Support and R&D for rapid resolution. · Stay up to date on eMobility technology trends to ensure Driivz solutions remain innovative and competitive.