Description
As a member of the EMEA Customer Success team, the Customer Success Manager will manage and grow customer engagements across the region.
This role focuses on building and maintaining long-term strategic partnerships with utilities, regulators, government bodies, and energy companies, ensuring Energy Exemplar's solutions deliver measurable value.
The successful candidate will oversee a high-value customer portfolio with a clear mandate to drive customer retention, revenue growth, and advocacy.
Primary Responsibilities
- Strategic Account Ownership: Establish, expand, and nurture executive-level relationships with customers across EMEA.
- Serve as a trusted advisor to senior stakeholders in utilities, regulators, government bodies, and energy companies.
- Take full ownership of all accounts in the region to ensure long-term retention, growth, and advocacy.
Revenue Growth & Retention
- Drive measurable business outcomes by managing a regional portfolio.
- Ensure renewal targets are consistently achieved or exceeded.
- Proactively identify expansion opportunities through upsell and cross-sell initiatives to maximize customer lifetime value.
Customer Advocacy & Success
- Partner closely with customers to understand their evolving priorities and ensure Energy Exemplar's solutions deliver strategic value.
- Achieve industry-leading retention rates while securing multiple customer testimonials and reference partnerships annually.
Market & Industry Engagement
- Represent Energy Exemplar as a thought leader in the EMEA energy sector.
- Attend and present at regional conferences, government forums, and industry events to expand networks and identify emerging opportunities.
Operational Excellence
- Ensure customer onboarding, adoption, and expansion are delivered to the highest standard, leveraging consistent frameworks across markets.
- Maintain robust account management systems, driving insights through structured reporting and data analysis to executive leadership.
Voice of the Customer
- Act as the key conduit between customers and Energy Exemplar's Product teams.
- Deliver actionable feedback on market trends, regulatory developments, and customer requirements, shaping product innovation and roadmap priorities.
Regional Expansion & Innovation
- Identify and develop new business opportunities, including strategic partnerships with governments, regulators, and private sector leaders.
Requirements
- Experience: 3+ years of experience in Customer Success, Account Management, or Strategic Consulting.
- Previous experience in SaaS/software is essential.
- Industry Knowledge: Experience selling into the energy sector is a strong plus but not essential.
- An interest in the energy landscape and the ability to understand industry dynamics and customer needs are advantageous.