Brent van der Hilst joins FuelFWD as Head of Customer Success

Brent van der Hilst joins FuelFWD as Head of Customer Success

FuelFWD has appointed Brent van der Hilst as Head of Customer Success, effective January 1. In this role, Brent is responsible for ensuring that FuelFWD delivers measurable, lasting value for customers in their daily operations, not only at go live, but throughout the entire partnership.

FuelFWD customers operate in complex, fast moving environments. The platform supports operational decisions, processes, and collaboration across teams every day. Brent’s role is to make sure FuelFWD consistently works in that reality and continues to do so as customers scale.

From Docklab to FuelFWD

Before joining FuelFWD full time, Brent was already closely involved through Docklab, FuelFWD’s investor and incubator. During this period, he worked alongside the FuelFWD team, followed customer journeys closely, and stayed involved in implementations and outcomes.

This gave him a clear view of where customers succeed and where friction emerges. He saw how product decisions impact day to day operations and built strong relationships with both customers and internal teams. As a result, Brent steps into this role with context, trust, and a shared understanding of what needs to work better. Joining FuelFWD is a natural next step for both him and the company as it continues to grow.

Why customer success matters at FuelFWD

Customer success at FuelFWD is about ownership. Ownership of outcomes, not tickets or checklists.

FuelFWD supports operational teams that depend on the platform every day. Success is therefore defined by adoption, consistency, and alignment with real workflows. Implementations must reflect how teams actually work, not how processes look on paper.

Customer success ensures that the platform supports customer goals, that teams use it fully, and that FuelFWD continues to add value as organizations evolve. This requires structure, long term thinking, and close alignment with customers.

The role of Head of Customer Success

As Head of Customer Success, Brent is responsible for the full customer lifecycle, starting before implementation and continuing throughout the partnership.

His responsibilities include designing scalable onboarding and implementation approaches, supporting customers through growth and organizational change, building long term and structured customer relationships, translating customer feedback into concrete improvements, and working closely with product and commercial teams.

The objective is straightforward. Customers should experience clear and consistent value from FuelFWD in their daily operations.

Connecting customer needs to product development

Customer success plays a direct role in improving the product. Real world usage shows what works and what slows teams down. In this role, Brent acts as a direct link between customers and the product team, ensuring decisions are grounded in actual behavior and operational needs.

What customers can expect

For customers, this role brings clarity and consistency. They can expect clear ownership of their success, better alignment between expectations and outcomes, faster handling of operational challenges, and a partner who understands their daily context.

Customer success at FuelFWD is not a phase. It is an ongoing collaboration.

Looking ahead

FuelFWD continues to scale in both customers and capabilities. Strengthening customer success is a key part of supporting that growth responsibly.

FuelFWD looks forward to working closely with customers and partners to build long term relationships and measurable outcomes.