At Nexxtlab, we are driving the energy transition by delivering innovative energy management solutions that simplify how our customers control and optimize energy use. Our Customer Success team is essential to ensuring that clients not only get the most out of our products but feel supported throughout their journey with us. As part of a small and agile team, you will play a key role in making sure customers successfully integrate our solutions and remain satisfied in the long term.
Customer Success Manager (m/f/d) – Onboarding & Support
Location: Belvaux, Luxembourg
Employment Type: full-time
Languages: French, English and Luxembourgish required; any other language is a plus
As a Customer Success Manager within the Onboarding & Support team, you will be part of the broader Customer Team. Your primary focus will be to guide customers through a seamless onboarding process, foster a long-term relationship built on trust, and provide ongoing support that ensures their success with our products. Specifically, your responsibilities will include:
Onboarding: Guide customers through every stage of onboarding, from installation to full operational readiness. You’ll ensure that they are set up for success and understand how to get the most from our energy management solutions.
Training: Conduct personalized training sessions and workshops—both online and on-site—to ensure that customers are confident in using our products. Tailor these sessions to meet the diverse needs of different users.
Integration: Ensure that all system components (e.g., PV systems, charging stations, heat pumps, battery systems) are optimally integrated into the customer’s energy management setup, ensuring seamless operation.
Customer Relationship Management: Act as the primary point of contact for customers, developing strong, trust-based relationships. Your role is to act as the voice of the customer within Nexxtlab, ensuring their feedback is heard and their concerns are addressed.
Ongoing Support: Provide timely, high-quality support to address technical issues and inquiries, ensuring continuous customer satisfaction.
Documentation: Maintain clear and detailed documentation of all interactions, processes, and solutions to enhance internal transparency and communication.
Knowledge Management: Contribute to the creation and maintenance of a customer-facing knowledge base, offering self-service resources that help customers resolve common issues and use our products more effectively.
You are passionate about helping customers succeed, with a knack for solving problems and making technical topics easy to understand. Ideal candidates will have:
Professional experience in Customer Success, Onboarding, or Technical Support, ideally in the energy management or renewable energy sector
Strong proficiency in French, English and Luxembourgish; German or Dutch is a plus
A technical understanding of energy management and control of assets such as photovoltaic systems, charging stations, heat pumps, and battery systems
Proven experience in training and communicating with diverse customer groups
A customer-first mindset, with a passion for fostering long-term relationships and ensuring customers get maximum value from our products
Excellent communication skills, with the ability to simplify complex topics and tailor your approach to different audiences
Strong documentation skills, with the ability to create user-friendly knowledge base content that supports customer self-service
hr@nexxtlab.lu
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