About the Role:The Vice President, Customer Success - Americas is a strategic, revenue-focused leader responsible for driving net ARR growth across the existing customer base. This role owns the post-sale commercial strategy, ensuring customer engagement translates into renewals, expansion, and increased lifetime value across the region.
They will lead a high-performing Customer Success organization with a clear mandate to maximize retention, accelerate upsell and cross-sell, and drive AI product adoption as a core lever for growth. By embedding a value-led, commercially disciplined approach, they ensure customers continuously realize and expand the value of their investment.
Working in close partnership with Sales, Solutions, Marketing, and Training, the VP will align go-to-market efforts across EMEA, strengthening pipeline within existing accounts and enabling seamless account growth.
Ultimately, this role positions Customer Success as a primary driver of revenue, delivering strong net revenue retention and sustained ARR growth across the region.
Key Responsibilities include:- Revenue Growth: Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximize the value of their software investments across Americas.
- Customer Insights: Gather customer feedback, analyze data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams.
- Leadership: Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across Americas
- Customer Journey Mapping: Collaborate with internal teams to define, standardize, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets.
- Segmentation Strategies: Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement.
- Playbooks & Processes: Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures.
- Retention Focus: Develop and execute a comprehensive customer retention strategy, emphasizing effective onboarding, proactive account management, and churn minimization across Americas.
- Success Metrics: Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement.
- Cross-functional Collaboration & Escalations: Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management.
- Value Creation: Identify opportunities to increase customer value, engagement, and "share of wallet" across the Americas customer base.
- Onboarding Excellence: Establish and maintain high-quality onboarding practices that reflect Energy Exemplar's commitment to excellence and support long-term customer success.
Candidate Requirements & Qualifications - 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 Americas
- 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
