Customer Success Manager

About Energy Exemplar

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, stakeholders from across the entire energy value chain are having to navigate the complexities of the energy ecosystem. We seek to enable our customers to do so with confidence.

Our mission: Empowering Transformative Energy Decisions.

Founded in 1999 in Adelaide, Australia, Energy Exemplar’s award-winning PLEXOS® modeling and simulation software is trusted by innovative organizations across the globe. On one unified platform, stakeholders from across the entire energy value chain are revolutionizing the energy ecosystem and seamlessly planning for the future of energy with unprecedented clarity, speed, and innovation.

Our impact is global and is being recognized across the industry:

• Finalist for the 2024 Reuters Global Energy Transition Awards in the 'Technologies of Change' category
• Finalist for the 2024 Go:Tech Awards in the 'Most Innovative Use of Technology’ category
• 2022 USEA/USAID Corporate Volunteer of the Year
• 2022 Impact Award Winner for our impact on the energy industry and the current energy transition
  
  

Energy Exemplar has grown significantly over the past few years, and we are continuing to do so at around 30% year on year. We don’t just celebrate the excellence of our products but champion the quality of our people. They own their outcomes and perform to their best – every day. That’s what makes us who we are and a great place to work. Our core values ‘Customer Success’, ‘One Global Team’, ‘Integrity and Ownership’ and ‘Innovation Excellence’ reflect the way we work and are always at the forefront of everything we do.

About The Position

This position will help engage, retain, enable and grow Energy Exemplar’s top tier customers. The Senior Customer Success Manager (CSM) will act as the primary advocate for customers, guiding them along a simulation software journey and engaging resources across EE to accelerate adoption and expansion.

The Customer Success Manager will be responsible for the complete post-sales lifecycle of a portfolio of Energy Exemplar customers, aiding customers in deriving maximum value from their investments using EE technologies, leading to project success, retention, and growth.

• Identify renewal risk and direct efforts both internally and externally to mitigate customer risk
• Strategic customer relationship building alongside Account Executive to elevate the Energy Exemplar experience for customers across their organization
• Regular customer communications to inform on things like webinars, user group meetings, NPS, product updates, issue escalations, etc.
• Coordinating Executive Level success reviews with internal leadership, Solutions and Sales teams
• Ensure smooth renewals through proactive customer engagement and knowledge of customer goals and objectives; provide advanced notice of major platform changes, including price increases
• Keep updated customer profiles within Salesforce with clear insight into customer’s health including: sentiment, license footprint, financial footprint, use cases, and organizational structure
• Maintain customer engagement for each lifecycle stage within HubSpot
• Manage renewal opportunities within Salesforce throughout the renewal lifecycle
• Ensure Salesforce Customer Success dashboard is up-to-date for portfolio
  
  

Candidate Requirements & Qualifications

• BS in Business Management, Strategy, Economics, Communications, Electrical Engineering or equivalent
• 4 years experience in management consulting, technical account management, or enterprise software sales
• Consistent record of achieving targets and goals, preferably in a sales setting
• Proven capability in organizing executive level discussions
• Significant customer-facing experience leading enterprise-type customers through business or technology transformations with large account/project management experience
  
  

Energy Exemplar is an equal opportunities employer and we value your unique identity and perspective. We are fully committed to providing and fostering a workplace that reflects the diversity of society. Bring your authentic self and help us build an inclusive world together! To support you in being the best version of yourself during the application and interview process, please let us know if you have any specific requirements.

• Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.