Back to jobs

Customer Success Operations Analyst

North America - Remote

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 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  

At Energy Exemplar, we believe in empowering our people by offering flexibility in how, when, and where they work. This flexibility has been a cornerstone of our success, fueling significant growth over the years, with the company expanding at an impressive rate of approximately 30% year over year. We understand that the best results come when our team members can balance their professional and personal lives, so we support various working arrangements that help you thrive. 

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. whether you're working from home, in the office, or on the go. Our flexible work culture fosters innovation, collaboration, and trust, making it easier to stay engaged and connected, no matter where you are. 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

We are looking for a strategic and analytical Operations Manager for Customer Success to optimize processes, data, and technology that drive retention, expansion, and efficiency within our Customer Success (CS) organization. This role will work closely with regional CS leadership, Revenue Operations (RevOps), Sales, Finance and Product teams to ensure seamless customer experiences, effective reporting, and scalable operations.

Strategy & Process Optimization

  • Customer Lifecycle: Monitor the adherence to and effectiveness of Customer Success Manager (CSM) touch points along the customer journey to drive optimal adoption and net promoter score
    • Drive process enhancements to monitor and facilitate customer engagement and satisfaction by ensuring the delivery of efficient and prompt service to customers (e.g., quotes, data sets, NPS, support Service Level Agreements (SLAs), etc.)
    • Collaborate with the Customer Success teams to develop and implement strategies to increase customer retention and satisfaction
    • Improve processes for the execution, accuracy, and speed of invoicing, account receivables, and collections of payments
  • External Communications: Coordinate with the CSM team on 1:Many communications to synchronize email outreaches/templates with CSM touch points
  • Risk Monitoring:
    • Monitor early signals of at-risk renewals, help design playbooks/templates for CSMs to address them, and provide path to escalation
    • Perform ongoing analysis of customer data and trends to identify opportunities for overall improvement and growth
  • Cross-Functional Coordination: Coordinate cross-functional processes that help to meet renewal and upsell targets and deliver on customers’ needs, including the following related processes:
    • Relay customer feedback to the Product team
    • Align with the Support team on resolution of major cases and report bugs to the Engineering team
    • Provide feedback to Sales on the readiness of our customers
    • Help the Onboarding team overcome any delays in implementation
    • Provide day-to-day leadership and status reports for cross-functional project teams and executives working on internal strategic initiatives

Data & Reporting

  • Aggregation – Collate data from various systems and applications to use for further processes and reporting
  • Reporting: Report to Customer Success (CS) leaders, regional leadership & Chief Revenue Officer past results (gross/net retention achievement), current state of the business (Net Promoter Score (NPS), account health, Support Customer Satisfaction (CSAT), Adoption, etc.) as well as renewal and upsell forecasts by building reports, dashboards, and other presentations that can be readily shared with the proper stakeholders, from individual contributors to executives and board members.
  • Analysis: Track Key Performance Indicators (KPIs) and analyze them to identify trends, patterns, and insights to make recommendations for what is working well and what needs to change.
  • Maintenance Oversight: Support the Customer Success team in monitoring and ensuring the cleanliness and accuracy of data around operational tasks as well as renewal and upsell initiatives (e.g., ensuring the creation and updating of renewal opportunities and risk forecasts, quote creation, etc.).

Technology & Tools Management

  • Ensure seamless CRM integration between Customer Success, Sales, and other departments.
  • Drive adoption of CS tools and best practices across the organization.

Cross-Functional Collaboration

  • Partner with Sales, Product, and Marketing to ensure alignment between pre-sales and post-sales experience.
  • Work closely with Finance and RevOps to forecast renewals and expansions accurately.
  • Support training and enablement for Customer Success Managers (CSMs) on tools, processes, and data insights.

Deliverables

  • Customer health scorecards with real-time insights.
  • Quarterly retention and expansion reports for leadership.
  • Standardized CS processes & playbooks for onboarding, adoption, and renewals.
  • Optimized tech stack strategy with automation and integrations.
  • Forecasting models for churn risk and revenue growth.

Candidate Requirements & Qualifications

  • 3-5+ years in Customer Success Operations, Revenue Operations, or a related role in SaaS.
  • Experience working with CRM tools (Salesforce, HubSpot, etc.).
  • Strong understanding of customer lifecycle management, retention strategies, and expansion models.
  • Proficiency in data analytics, reporting tools (Tableau, Looker, etc.), CPQ tools, and Excel/Google Sheets.
  • Ability to translate data insights into actionable strategies for CS teams.
  • Exceptional project management skills, with a focus on process improvement and automation.
  • Strong communication and stakeholder management skills, with experience collaborating across departments.
  • Thrives in a fast-paced, high-growth environment with the ability to navigate ambiguity, adapt to evolving priorities, and drive results with minimal direction.
  • Bachelor’s degree in Business, Data Analytics, or a related field (preferred but not required).

The pay range for this position is between $60,000-90,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and 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. 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Energy Exemplar ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.