Senior Customer Success Manager (Italy)

Company Overview

GreenSketch is a digital solar design and workflow platform developed by OSW Group. It enables installers, EPCs, and partners to design, quote, and deploy solar and battery solutions efficiently through an end-to-end SaaS platform.

Operating at the intersection of clean energy, SaaS, and installer ecosystems, GreenSketch supports the global transition to renewable energy by simplifying complex solar workflows and improving commercial execution for partners across regions.

Role Summary

As a Senior Customer Success Manager, you serve as the main point of contact for our installer partners in Italy. You drive strategic onboarding, high adoption rates, and sustained customer satisfaction for larger accounts.

You collaborate deeply with enterprise installers to address complex challenges and integrate GreenSketch into their core operations.

Key Responsibilities

• Lead onboarding for enterprise and high-value installation partners, managing complex first projects in GreenSketch.
• Serve as strategic advisor for post-go-live customer success, optimizing usage across advanced planning, ordering, and documentation workflows.
• Drive deep product adoption, expansion, and long-term engagement with strategic accounts.
• Deliver advanced trainings, webinars, and on-site consultations for key clients.
• Analyze customer pain points, blockers, and opportunities; recommend product enhancements.
• Partner with Product, Development, Sales, and Executive teams on escalations and roadmap input.
• Own renewals, upsells, cross-sells, and retention for a portfolio of high-revenue customers.
• Champion installer feedback internally to shape product strategy and market expansion.

Required Qualifications & Experience

• Bachelor's degree or equivalent in business, engineering, or relevant field.
• 5+ years in Customer Success, ideally in SaaS or vertical software for trades/services.
• Proven track record managing enterprise/SMB accounts in solar PV, battery storage, or renewable energy.

Skills & Competencies

• Advanced proficiency with SaaS tools; deep understanding of solar PV project data, planning, and compliance.
• Expertise in scaling customer adoption for complex B2B platforms; experience with churn reduction and expansion.
• Strong strategic mindset: ownership of outcomes, executive stakeholder management, pragmatic in startup pace.

Preferred / Nice‑to‑Have

• Direct experience in Italian solar installer market, including regulatory and cultural nuances.
• Proficiency in CRM tools (e.g., Salesforce) and analytics for customer health scoring.
• Italian language fluency; hands-on solar design tool usage.

Working Relationships

Internal: primarily CS Team, Product, Sales, and C-suite

External: Installer partners, wholesalers, industry associations in Italy