About the RoleAs aLead Customer Success Manager 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.
