Customer Success & Operations Manager (Belgium based)

What we are building at Sitemark
Sitemark is the AI and robotics platform for building and operating renewable energy. The world's leading Owners, EPCs, and O&M companies use Sitemark.
What problem are we solving and why is this important to solve
The world is building one of the largest infrastructure shifts in history — and it needs better tools to get it done. Renewable energy projects are growing in scale, complexity, and urgency, but the teams responsible for building and operating them are stretched thin — buried in repetitive work, disconnected systems, and running out of time. That's why we built Sitemark: AI and robotics take the repetitive load off these teams, from the field to the office, so their time goes to what matters — and sites get built faster and perform better.
The team you'll join
You will join an extremely talented team of incredibly passionate, high-energy people. We go the extra mile while having the best time of our lives.
How we operate
* We care deeply about our customers and the problems we solve for them.
* We move fast, keep things simple, and focus on what matters.
* We keep our quality bar high by staying lean and hiring only the best.
Tasks
As our Customer Success & Operations Manager, your first priority is making our customers successful. You own their journey from onboarding through to long-term partnership — building strong relationships, driving adoption, and making sure every customer gets real, lasting value from Sitemark. You're their advocate and their guide, and a big reason they stay and grow with us.
Making that happen also means owning the operations behind it — bringing structure and excellence to how projects get delivered, and coordinating the internal and external teams involved. It's a role for a problem-solver with a strong customer focus, who brings order to fast-moving work and makes the experience better at every step.
What you'll do
* Own the customer journey end to end — build a structured onboarding process, drive adoption, and turn satisfied customers into loyal, long-term partners.
* Build and run a self-sustaining customer success and support system for customers, resellers, partners, and pilots — so issues get resolved fast and support requests go down over time.
* Deliver product training and education that helps customers get the most out of Sitemark, and become the in-house expert who supports customers and colleagues on using and optimizing the product.
* Oversee customer operations from booking to delivery, coordinating internal and external teams to deliver high-quality, on-time results.
* Manage data acquisition — grow and manage our drone pilot network, and negotiate pricing.
* Project-manage field operations: handle issues as they arise, keep customers informed, and coordinate the legal, HSSE (health, safety, security & environment), logistical, and scheduling pieces that keep projects on track.
* Spot process gaps and streamline workflows for operational excellence — and anticipate risks, putting mitigation plans in place before they become problems.
What success looks like after 6–12 months:
* Customers onboard smoothly and get clear value from Sitemark — satisfaction and retention are up, and support requests are trending down.
* Operations from booking to delivery run reliably, on time, and at a high quality bar.
* The drone pilot network is stronger and well-managed, with the coverage and pricing we need.
* Process gaps you've closed have made the whole operation run smoother, and risks get caught before they become problems.
* Customers see Sitemark as a long-term partner, not just a vendor.
Requirements
* A bachelor's degree or higher in a relevant field.
* At least two years in high-tempo operational environments, where you owned processes and delivery.
* Excellent English communication skills (additional European languages are a plus).
* Exceptional planning, scheduling, and stakeholder-management skills — you juggle multiple projects and functions without dropping balls.
* A proactive problem-solver: a quick learner with strong decision-making, a focus on process improvement, and the structure to bring order to fast-moving operations.
* Analytical — comfortable interpreting data and turning it into insight.
* A persuasive, clear communicator with diverse stakeholders, with strong interpersonal skills and attention to detail.
* Business- and tech-savvy, and familiar with CRM tools.
_Nice to have:_
* Experience in customer success management.
* Knowledge of the solar industry and its regulations.
* Experience with photogrammetry, Lidar, and UAV / drone operations.
Benefits
* An impactful role in a fast-paced, globally focused technology company at the heart of the energy transition.
* Real ownership of both customer success and the operations behind it.
* Continuous learning, and a collaborative, positive team.
* Work on a mission that matters: accelerating the world's transition to renewable energy.
* A competitive salary with benefits.
* Hybrid working model — two days a week in our Leuven office.