Head of Customer & Partnership Success

The Job 🎯

💻 Head of Customer & Partnership Success

⏰ 40 hours per week

🏠 Remote or hybrid position within Europe, preferably near major airport (UK, Spain, or Italy preferred). Regular visits to our Leeuwarden office required.

🚀 Start date: April/May 2026

💰 Compensation: A competitive gross yearly salary in the range of €80.000 - €90.000 (based on a full-time 40-hour workweek), depending on experience, location and qualifications.

💧 About HULO.ai

“Customer Success isn’t a department. It’s a promise. Want to own it?”

At HULO, we help water utilities detect leaks with AI and physics.

Serious work, real-world impact, and a growing international customer base.

To support that growth, we’re hiring a Senior Customer & Partnership Success who understands that Customer Success isn’t about checklists, dashboards or polite emails. It is about building strategic partnerships that create long term value. We believe in making a promise and delivering on it every single time.

A promise that customers will get value.

A promise that partners can rely on us.

A promise that our work is solid, even under pressure.

We’re not looking for someone who hides behind templates or buzzwords.

We’re looking for someone who makes that promise real. With clarity, structure, and leadership.

💼 What you will do!

The role

As Head of Customer and Partnership Success, you own the relationship between HULO and the utilities betting their future on us. You're not here to hold hands. You're here to drive adoption, prove value fast, and turn pilots into long-term partnerships.

You'll work directly with operators, engineers, and executives at water companies across the world. You'll speak their language, technically and strategically. You'll anticipate problems before they surface. And you'll make sure our customers don't just renew… they expand.

This role is equal parts strategist, operator, and trusted advisor. If you've ever been called "the glue," you'll recognize yourself here.

Design the operating model

• Build the CS framework from pre-boarding to renewal & expansion
• Create clear cadences, rituals, and ways of working
• Translate everything into playbooks in Notion and automation in HubSpot

Run the core rhythms

• Standardize onboarding checklists and First Value targets
• Create adoption ladders, health scores, and escalation runbooks
• Lead weekly risk reviews and the monthly churn/expansion forecast
• Track actions to closure consistently

Lead strategic accounts & partnerships

• Be the executive touchpoint for complex or high-value accounts
• Drive Joint Impact Plans and QBRs
• Make it easier for partners to scale our product and work with our team
• Grow high impact partnerships through co‑marketing, partner enablement, joint go‑to‑market, and clear partner success metrics.

Build and grow the team

• Coach CSMs and create a culture of ownership and clarity
• Hire, onboard, and develop new team members
• Enforce data hygiene and accountability across tools and processes

Improve continuously

• Turn insights from the field into better playbooks, processes, and product feedback
• Strengthen alignment between Sales, Product, Engineering, and CS
• Challenge assumptions, push for clarity, and improve how we deliver value

📊 What you will bring!

Foundation:

• 5+ years in B2B SaaS Customer Success
• Experience leading or coaching teams
• Strong communicator across technical, commercial, and executive levels
• Comfortable working internationally
• Knows what to do before anyone finishes the sentence.
• Experienced with (or eager to master) HubSpot

Bonus experience:

• Consultancy experience
• Public sector experience
• Water or infrastructure background
• Notion fluency
• Experience in scale-ups or fast-growing environments

Most important

You know that Customer Success is not a “service desk.”

It’s the discipline of making a promise and making it true.

What success looks like (12 months)

• 90%+ retention
• Expansion in 100% of eligible accounts
• A CS team that is aligned, calm, and productive
• A customer journey that is clear, consistent, and scalable
• Partnerships that lift our impact, not complicate it
• A company that can’t imagine operating without the systems you built

 🌟 What you will get!

• Innovative culture: Be part of a company that values creative solutions and groundbreaking ideas.
• Global impact: Contribute to a project with significant environmental and social implications.
• Career growth: In our start-up, you’ll have the freedom to shape your role, grow professionally, and make an impact. We offer opportunities for advancement and continuous learning.
• Collaborative environment: Work in a team-oriented atmosphere that fosters cooperation and mutual respect.
• Competitive compensation: Receive a competitive gross annual salary in the range of €80.000 - € 90.000 and potential SAR (Stock Appreciation Rights) & bonus plan. Travel will be compensated. A laptop is included and there is a monthly compensation for mobile phone.
• Diverse, equal and inclusive team: At HULO.ai, we believe in the power of diversity, the necessity of equity, and the importance of inclusion. We understand that innovation thrives in an environment where diverse perspectives are welcomed and valued. Our commitment to diversity encompasses all dimensions of human diversity. We strive for equity by ensuring fair treatment, equality of opportunity, and fairness in access to information and resources for all employees. Inclusion at HULO.ai means creating an environment where all individuals feel respected, are treated fairly, and are able to fully participate in and contribute to our success.

📝 Application process

Interested candidates should submit a resume highlighting relevant experience and a brief cover letter detailing your interest in the role. You can apply via this form: Application Form HULO  

Interview Process

• Initial screening – A short conversation to get to know you, understand your background and motivations, and see how you might fit with the role and HULO’s culture. (Online)
• Role interview – A role-specific deep dive into your skills, experience, and problem-solving approach. This may include a practical task or case study. (Online)
• Values & mindset interview – A conversation about how you collaborate, your long-term aspirations, and how they align with HULO’s mission and values. (Offline)
• Reference check – Speaking with your provided references to confirm experience and working style.
• Offer – If it’s a mutual fit, we’ll present you with a formal offer to join HULO.