VP, Customer Success North America

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 award-winning 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 

Energy Exemplar has grown significantly over the past few years, and we are continuing to do so at around 30% year on year. 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. 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

• As the VP, Customer Success, you will be entrusted with leading our Customer Success team, which plays a critical role in managing and nurturing client accounts throughout their journey with Energy Exemplar. Your responsibility will be to ensure an outstanding and seamless experience for our customers, from onboarding through to long-term account management. You will play a key role in developing and executing strategies that enhance customer satisfaction, drive retention, and contribute to overall business growth, while aligning with Energy Exemplar’s core values and strategic goals. You will be responsible for overseeing the Customer Success team, ensuring they are equipped to manage client accounts effectively, deliver exceptional experiences, and drive business outcomes. You will create and implement procedures, processes, and strategies to achieve key metrics such as Net Promoter Score (NPS), customer retention, and revenue expansion.

  As a leader, you will instill a customer-centric mindset within the team, ensuring that our Customer Success team focus on proactive and personalized account management. This involves working closely with cross-functional teams, such as Sales, Marketing, Training, and Solutions, to ensure that customers receive the full value of our solutions and have a seamless experience from initial contact through to ongoing support. A core aspect of your role will be overseeing the onboarding process for new customers and managing year 1 retention efforts, ensuring that clients achieve early-stage success and remain engaged throughout their journey. You will work closely with regional teams to review and refine onboarding and retention strategies, ensuring they are tailored to meet the specific needs of different customer segments and regions.You will guide the Customer Success team in managing day-to-day account relationships, resolving issues, and ensuring high levels of customer satisfaction. This will involve providing leadership and mentorship to your team, fostering a culture of continuous improvement.

  In addition, you will collaborate with Sales and Solutions leaders to identify new business opportunities within existing accounts and to ensure smooth handovers between Sales and Customer Success teams. You will also work closely with Marketing to incorporate customer feedback into our product offerings and marketing strategies.To succeed in this role, you should have proven experience in customer success or account management leadership within a SaaS or technology-driven company. A track record of managing and scaling customer success teams and driving customer retention will be key to your success.

  Key Responsibilities:

  • Revenue Growth: Collaborate with Sales, Marketing, and Soloutions to expand account revenue by helping customers maximize the value of their software licenses.
  • Customer Insights: Gather feedback, analyze data, and engage directly with customers to understand their needs and deliver actionable insights to Sales, Marketing, and Product teams.
  • Leadership: Lead, mentor, and inspire a team of Customer Success Managers to drive growth and achieve excellence.
  • Journey Mapping: Work with internal teams to map and standardize the customer journey post-implementation, optimizing satisfaction and product utilization.
  • Segmentation Strategies: Define customer segmentation with Marketing and develop tailored strategies to enhance retention and renewal rates.
  • Playbooks Processes: Design and implement scalable, repeatable playbooks to deliver exceptional customer experiences.
  • Retention Focus: Create and execute a comprehensive customer retention strategy, emphasizing effective onboarding, account management, and churn minimization.
  • Success Metrics: Define and measure customer experience success criteria, driving key metrics like NPS, adoption, retention, and renewals.
  • Collaboration Escalations: Partner with cross-functional teams to ensure customer satisfaction, expanded solution usage, and successful escalation management.
  • Value Creation: Identify opportunities to create value for customers, increasing engagement and revenue growth.
  • Onboarding Excellence: Develop high-quality onboarding practices for customers that reflect the brand’s commitment to excellence.

  Candidate Requirements Qualifications

  • BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering or equivalent
  • 10+ years experience of working within a fast growing SaaS business
  • 5+ yeas experience of leading a customer success function
  • Proven track record of sales, account management or business development success across North America
  • Strong problem solving and analytical skills
  • An entrepreneurial mindset, high energy and visible passion for the customers’ voice in an organisation
  • Superior communication skills

  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.

  * Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience