Customer Success Manager - Solar Installers; S​/W Germany

Green Sketch 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, Green Sketch supports the global transition to renewable energy by simplifying complex solar workflows and improving commercial execution for partners across regions.

Role Summary

As a Customer Success Manager, you are the main point of contact for our installer partners in Southern or 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.
• 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.
• Experience with the DACH market & decision-making culture.

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.