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About the role
Key responsibilities & impact- Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximise the value of their software investments across EMEA.
- Gather customer feedback, analyse data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams.
- Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across EMEA.
- Collaborate with internal teams to define, standardise, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets.
- Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement.
- Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures.
- Develop and execute a comprehensive customer retention strategy, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA.
- Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement.
- Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management.
- Identify opportunities to increase customer value, engagement, and “share of wallet” across the EMEA customer base.
- Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.
Requirements
What you’ll need- BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering, or equivalent
- 10+ years’ experience working within a fast-growing SaaS business
- 5+ years’ experience leading a Customer Success function within the energy industry
- Proven track record in sales, account management, or business development across EMEA
- Strong problem-solving and analytical skills
- Entrepreneurial mindset with high energy and a strong advocacy for the customer voice
- Exceptional written and verbal communication skills, with experience engaging senior stakeholders across multiple regions.
Benefits
Comp & perks- Energy Exemplar is proud to be an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all team members.
- Please let us know if you require accommodations at any stage of the recruitment process—we're here to support you in showcasing your full potential.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successdata analysiscustomer retention strategycustomer success metricsonboarding practicesaccount managementbusiness developmentsalescustomer segmentationchurn minimisation
Soft Skills
leadershipmentoringproblem-solvinganalytical skillsentrepreneurial mindsetcommunication skillscustomer advocacycollaborationperformance managementinspiration
Certifications
BS/BA degree