Vice President, Customer Success

Fluence (Nasdaq: FLNC) is a global market leader delivering intelligent energy storage and optimization software for renewables and storage. Our solutions and operational services are helping to create a more resilient grid and unlock the full potential of renewable portfolios. With gigawatts of successful implementations across nearly 50 markets, we are transforming the way we power our world for a more sustainable future. For more information, please visit fluenceenergy.com. Job Description: ABOUT THE POSITION The Vice President, Customer Success is accountable for ensuring Fluence customers realize the full potential and value of their solutions across the lifecycle – from installation, to post installation adoption through long-term performance, expansion and advocacy. This role drives customer engagement, value realization, and feedback loops that inform the customer of all potential avenues for value realization. Insights may also be used to refine product evolution, services delivery, and go-to-market strategies. The successful candidate will be heavily focused on customer outcomes working as both a strategic architect and an execution leader to establish quantifiable customer outcomes as a significant contributor to Fluence’s growth flywheel. Key Responsibilities Customer Value & Engagement Engage with customers post-installation to ensure full value realization through effective use cases, best practices, tools, support models, and Fluence resources. Proactively share Fluence capabilities, fleet-wide insights, and demonstrated value outcomes to reinforce customer confidence and drive utilization. Support, establish or lead customer forums, user groups, and feedback mechanisms to inform product development, service improvements, and enhanced customer value. Develop and maintain structured methods to measure customer satisfaction, identify opportunities for greater customer engagement, and provide new use opportunities to the customer. Serve as a “voice of the customer” for the Chief Customer Success Officer, providing actionable feedback to cross-functional teams to improve customer outcomes. Customer Success Strategy Define and execute a global customer success strategy aligned with Fluence’s commercial objectives and long-term growth plans. Ensure consistent customer success practices and experiences across geographies and offerings. Drive alignment between customer success initiatives and broader go-to-market, services, and digital strategies. Cross-Functional Leadership Partner closely with Sales, Marketing, Product, Manufacturing, Project, Services, and Digital teams to embed key customer outcomes into all stages of the customer lifecycle. Champion a “One Fluence” approach to customer engagement, ensuring consistency, transparency, and accountability across functions. Influence prioritization and decision-making through customer insights and performance data. Performance Management & Continuous Improvement Define, track, and report on customer success KPIs, including customer satisfaction, adoption metrics, utilization, retention, expansion, and overall value realization. Lead regular customer and internal business reviews to assess performance and identify improvement opportunities. Leverage data and insights to continuously refine customer success processes, tools, and operating models. Qualifications 15+ years of progressive leadership experience in customer success, services, projects, or post-sales functions within energy, renewables, grid infrastructure, or technology-enabled industrial environments. Proven track record of building and scaling customer focused organizations, driving customer adoption, satisfaction, utilization, retention, and long-term value realization in complex B2B or solution-based businesses. Strong understanding of project-based delivery models, services lifecycles, and the operational realities of energy storage, power systems, or large-scale infrastructure solutions. Experience capturing customer success measures and driving value realization, including customer engagement frameworks, outcomes measurement, feedback loops, and continuous improvement mechanisms across geographies. Ability to translate insights into actionable customer success by working with the customer to draw on the full Fluence capabilities. Bachelor’s degree in Business, Engineering, or related field required. MBA or advanced degree preferred. Key Competencies Customer-centric executive leader with a strong focus on value realization, adoption, and long-term customer outcomes. Data-driven and outcome-oriented, with experience defining and leveraging KPIs to improve customer satisfaction, retention, and performance. Strategic thinker with the ability to operationalize customer success at scale in global, matrixed organizations. Strong cross-functional influence and executive presence, with the ability to align Sales, Services, Product, Digital, and Leadership teams around customer priorities. Skilled at balancing empathy and advocacy for the customer with internal process discipline and accountability. Comfortable operating in ambiguity and transformation, building structure and clarity as the organization scales. Our Culture At Fluence, our culture is the foundation that drives our ambitious growth strategy and fuels our mission to transform the future of energy. Our core cultural pillars empower us to innovate, collaborate, and lead with purpose, ensuring we continue to deliver unparalleled value to our customers and the world. Unleash Voices We believe every voice matters. We encourage openness, active listening, and decisive action to create a culture where everyone has the opportunity to contribute to our success. We foster an environment where diverse perspectives are heard and valued, driving innovation and progress. Customer Fluent Our customers are at the heart of everything we do. We’re committed to delivering exceptional value that exceeds expectations by understanding our customers' needs and adapting swiftly to meet them. Our deep focus on customer satisfaction drives us to continuously improve and innovate. Infinite Impact We are committed to creating the impossible. We push boundaries to deliver sustainable, game-changing solutions that shape a brighter, more energy-efficient future for all. Our team is passionate about making a lasting impact that will resonate for generations to come. All In We are all in for growth. Our teams are relentlessly focused on identifying and seizing opportunities that propel us forward. We embrace an ownership mindset, pushing ourselves and each other to accelerate progress and create lasting success.