Software Solutions, Customer Success Lead


We are looking for a Customer Success Lead to drive engagement, satisfaction, and retention for our software products.

As the Customer Success Lead, you will be responsible for ensuring that users derive maximum value from our software offering. You will develop the Customer Success strategy and build a world-class Customer Success team to deliver on it. You will optimize the entirety of the after-sale user experience and generate strategic insights informing product roadmaps and sales strategies. You will forge close relationships with our customers and build an engaged user community.

The role offers the opportunity to develop and lead an entirely new, and strategically critical, business function in a market-leading, fast-growing organisation at the forefront of the energy transition.

Key responsibilities

  • Develop the Customer Success strategy and function for Aurora’s software products, bringing together and integrating three groups of user-centric activities:
    • Proactive user value creation – onboarding, training, implementation, community creation, driving usage through bilateral engagements.
    • Professional services – identifying and delivering projects that boost user value; driving the delivery of “Aurora Review” services, which check and verify user-led analysis.
    • Support – ensuring seamless resolution of customer queries.
  • Architect the Customer Success organisation, and build, train and motivate a world-class Customer Success team to deliver on the strategy.
  • Optimize the entire after-sale user experience, putting together a combination of tools, processes and team structures that ensure customers derive maximum value from our products.
  • Build channels and methods for effective gathering and processing of customer feedback.
  • Generate product- and sales-oriented insights based on user interactions, feedback, and usage analysis.
  • Work closely with the Product and Sales teams to inform product roadmaps, and sales strategies.
  • Build and nurture an engaged user community, using events, webinars and social media.
  • Ensure that the Customer Success function caters to both external and internal users of our software (Research and Advisory).

Required attributes

  • A true passion for customers and delivering solutions that clients love.
  • At least 3-5 years of experience at a leading consultancy, tech company, energy company, financial services company, or other knowledge-driven firm or institution, in a customer-facing role (e.g. consultant, customer success manager, product manager, sales manager, or equivalent)
  • First class or high second-class university degree in a relevant subject.
  • Ability to analyse, interpret, and derive insight from complex quantitative data and information.
  • Self-starter, entrepreneurial mind-set, and a proven ability to drive new complex initiatives.
  • Demonstrated success in leading teams to deliver time-critical projects.
  • Excellent communication skills: ability to communicate and collaborate with both technically and non-technically minded parties, and across different seniority levels.
  • Fluency in English.
  • Deep interest in the energy transition.

Desirable attributes

  • Experience building a team.
  • Experience in the energy sector.
  • Experience in software.
  • Experience with using Customer Experience and Customer Relationship Management platforms.
  • Familiarity with energy analytics tools (e.g. power market models) is a plus.

What we offer

  • A competitive salary package.
  • Generous pension scheme.
  • Yearly pay reviews.
  • A dynamic office culture in Oxford or Berlin with various social/team events.
  • Access to the Aurora Academy, our training programme offering a range of opportunities to develop your skills.
  • The opportunity to:
    • play a critical role in the success of a unique energy transition software platform.
    • substantially influence major decisions in the energy transition.
    • build from scratch a new business function.
    • build relationships with key players in the energy sector.
    • grow into a publicly visible industry expert.

At Aurora, we will consider all requests for flexible working. For most roles, the following types of flexibility are usually possible: a hybrid model of remote and in-office working, part-time hours and flexible start and finish times. Please talk to us at the interview about the flexibility we could offer and we will explore what’s possible for the role.

The Company is committed to the principle that no employee or job applicant shall receive unfavourable treatment on grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.


The successful candidate would start as soon as possible. We will review applications as they are received. Salary will be competitive with experience.

To apply, please submit your:

  • CV
  • Brief cover letter
  • Salary expectations
  • Earliest possible start date

About Aurora

From its academic roots, Aurora Energy Research has grown to become the largest dedicated power market analytics company in Europe, providing data-driven intelligence for strategic decisions in the global energy transformation. We are a diverse team of more than 350 experts with vast energy, financial and consulting backgrounds, covering power, hydrogen, carbon and fossil commodities. We are active in Europe, Australia and the US, working with world-leading organisations to provide comprehensive market intelligence, bespoke analytic and advisory services, and cutting-edge software.

We are a thriving, rapidly growing company with offices in Oxford, Paris, Madrid, Berlin, Rome, Stockholm, Athens, Sydney, Austin TX and Oakland CA, with more opening soon. We currently serve around 600 of Europe’s most influential energy sector participants, including utilities, investors and governments, and expect to continue to grow rapidly, adding new countries and products to our portfolio.