VP of Customer Success

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

As the VP, Customer Success at Energy Exemplar, you will lead a high performing team responsible for managing and nurturing client relationships, with a particular emphasis on account management, upsells, and renewals. You will ensure customers receive exceptional service from onboarding to long-term account management, driving both customer satisfaction and business growth. Your role will combine strategic leadership with hands-on involvement in driving revenue through renewals and upsell opportunities.

You will play a key role in developing and executing strategies that enhance customer satisfaction, drive retention, and contribute to overall business growth, while aligning with Energy Exemplar’s core values and strategic goals. Your primary responsibility will be overseeing the Customer Success team to ensure they are effectively managing accounts, maximizing the value of software licenses, and driving retention and revenue expansion. You will collaborate with cross-functional teams, including Direct Sales, Marketing, and Solutions, to create tailored strategies that enhance customer satisfaction while growing revenue across existing enterprise accounts.

As a leader, you will instill a customer-centric mindset within the team, ensuring that our Customer Success team focus on proactive and personalized account management. This involves working closely with cross-functional teams, to ensure that customers receive the full value of Energy Exemplars solutions and have a seamless experience from initial contact through to ongoing support.

In addition, you will collaborate with Direct Sales and Solutions leaders to identify new business opportunities within existing accounts and to ensure smooth handovers. You will also work closely with Marketing to incorporate customer feedback into our product offerings and marketing strategies. To succeed in this role, you should have proven experience in customer success or account management leadership within a SaaS or technology-driven company. A track record of managing and scaling customer success teams and driving customer retention will be key to your success.

Key Responsibilities:

• Account Management & Revenue Growth: Oversee the management of existing enterprise accounts, ensuring customers achieve maximum value from their software licenses. Focus on renewals and identify upsell opportunities to drive revenue expansion.
• Strategic Leadership: Lead and inspire the Customer Success team, ensuring they are equipped to manage customer accounts, deliver excellent experiences, and meet performance goals. Develop and implement strategies that align with Energy Exemplar’s goals and drive both customer success and business growth.
• Customer Retention & Upselling: Foster a culture of proactive account management, working with the team to drive customer retention and identify opportunities for cross-selling and upselling. Ensure customers are fully leveraging our solutions, resulting in increased satisfaction and long-term partnerships.
• Segmentation Strategies: Define customer segmentation with Marketing and develop tailored strategies to enhance retention and renewal rates.
• Success Metrics: Define and measure customer experience success criteria, driving key metrics like NPS, adoption, retention, and renewals.
• Collaboration & Escalations: Partner with cross-functional teams to ensure customer satisfaction, expanded solution usage, and successful escalation management.
• Value Creation: Identify opportunities to create value for customers, increasing engagement and revenue growth.
• Onboarding Excellence: Develop high-quality onboarding practices for customers that reflect the brand’s commitment to excellence.

Candidate Requirements & Qualifications

• BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering or equivalent
• 10 years experience of working within a fast growing SaaS business
• 5 yeas experience of leading a customer success function
• Proven track record of sales, account management or business development success across North America
• Strong problem solving and analytical skills
• An entrepreneurial mindset, high energy and visible passion for the customers’ voice in an organisation
• Superior communication skills

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 of $150,000 - $180,000 varies by work location and may also depend on job-related knowledge, skills, and experience.