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Customer Success Operations Analyst (Remote - U.S.)

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).

 

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. 

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