VP Customer Success

Responsibilities

• Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth across EMEA
• Gather customer feedback and deliver actionable insights to Sales, Marketing, and Product teams
• Lead, mentor, and inspire a geographically distributed team of Customer Success Managers
• Define, standardise, and improve the post-implementation customer journey
• Develop customer segmentation and regionally relevant retention strategies
• Design and implement scalable customer success playbooks and processes
• Execute comprehensive customer retention and churn minimisation strategies
• Define and track success metrics including NPS, adoption, retention, and expansion
• Partner with cross-functional teams to manage escalations and ensure satisfaction
• Identify opportunities to increase customer value and share of wallet
• Establish high-quality onboarding practices

Requirements

• BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering, or equivalent
• 10+ years of experience in a fast-growing SaaS business
• 5+ years of experience leading a Customer Success function within the energy industry
• Proven track record in sales, account management, or business development across EMEA
• Strong problem-solving and analytical skills
• Entrepreneurial mindset and strong customer advocacy
• Exceptional communication skills with experience engaging senior stakeholders

About the Company

Energy Exemplar is an award-winning software provider focused on empowering transformative energy decisions. Their modeling and simulation platforms are used globally to help stakeholders navigate the transition to a sustainable energy future.