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Lead Customer Success Manager

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 Role

As a Lead Customer Success Manager (CSM) at Energy Exemplar, you will play a pivotal role in shaping the post-sale experience for our most strategic customers. Acting as a trusted advisor, you’ll guide organizations through their journey with our simulation software, maximizing adoption, accelerating time-to-value, and fostering long-term partnerships that lead to renewals and growth.

This is a high-impact, customer-facing role that requires strong strategic thinking, cross-functional leadership, and a proactive approach to value delivery. You will be responsible for a portfolio of key accounts, ensuring they achieve measurable success through their investment in Energy Exemplar’s technologies.

  • Serve as the primary post-sales relationship owner for a portfolio of enterprise-level customers, ensuring strong engagement and satisfaction throughout the customer lifecycle.

  • Act as a strategic partner to your customers, understanding their business goals and proactively driving outcomes that align with those goals.

  • Collaborate closely with Account Executives to build strategic account plans, support expansion opportunities, and deliver seamless customer experiences.

  • Lead regular executive business reviews to showcase value delivered, align on strategic priorities, and identify new growth opportunities.

  • Monitor and manage customer health scores, adoption metrics, and sentiment using tools like Salesforce and HubSpot.

  • Identify and mitigate renewal risks early by driving engagement strategies, surfacing concerns, and mobilizing internal resources as needed.

  • Drive successful, timely renewals by maintaining deep knowledge of your customers' usage, licensing, and business objectives.

  • Keep Salesforce records and dashboards accurate and up to date, including renewal opportunities, customer health, and stakeholder mapping.

  • Share product updates, feature releases, and best practices regularly to ensure customers are fully enabled and informed.

  • Contribute to the continuous improvement of the Customer Success function through mentoring, process enhancements, and cross-team collaboration.

Qualifications

  • Bachelor’s degree in Business, Strategy, Engineering, Communications, or a related field.

  • 8+ years of experience in a Customer Success or Account Management role, preferably supporting enterprise software customers.

  • Proven track record of driving customer adoption, retention, and expansion in complex, technical environments.

  • Exceptional relationship-building skills, with experience engaging senior/executive stakeholders.

  • Strong proficiency with CRM and customer success tools such as Salesforce and HubSpot.

  • Excellent communication, presentation, and problem-solving skills.

Desired but not required

  • Experience managing enterprise customers in the energy, utilities, or simulation software space. 

 

The pay range for this position is between $140,000-160,000 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. 

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