Associate Customer Success Manager

About Energy Exemplar

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, Energy Exemplar's mission lies in 'Empowering Transformative Energy Decisions'. Founded in 1999 in Adelaide, Australia, our award-winning software portfolio encompassing the modeling and simulation platform PLEXOS, Aurora, and Adapt2, is trusted by innovative organizations across the globe. Through our technology and people, we strive to enable stakeholders from across the entire energy value chain to revolutionize the energy ecosystem and to collaboratively plan and execute for a sustainable energy future with unprecedented clarity, speed, and innovation.

Our impact is global and is being recognized across the industry. Some of our recent accolades include:

• SaaS Company of the Year – Global Business Tech Awards.
• Environmental Impact Award – E+E Leaders Awards.
• IPPAI (Independent Power Producers Association of India) Power Awards Winners
• Finalist: Platts Global Energy Awards – Grid Edge category
• Finalist: Reuters Global Energy Transition Awards – Technologies of Change
• Top 50 Marketing Team – Voted by the public at the ICON Awards.

How We Work

Energy Exemplar is growing fast around 30% year on year and, that growth is driven by how we work. We trust our team to deliver great results from wherever they work best, whether that's at home, in the office, or on the move.

We're a global team that values ownership, integrity, and innovation. You'll be supported to balance work and life in a way that works for you, and empowered to take initiative, solve problems, and make an impact, regardless of your background, location, or role.

Our four core values, Customer Success, One Global Team, Integrity & Ownership, and Innovation Excellence aren't just words. They show up in how we collaborate, how we solve, and how we grow together.

About the Position

The Customer Success Manager (CSM) will act as the primary advocate for customers, guiding them along a simulation software journey and engaging resources across EE to accelerate adoption and expansion. This position will help engage, retain, enable and grow Energy Exemplar's top tier customers.

The Customer Success Manager will be responsible for the complete post-sales lifecycle of a portfolio of Energy Exemplar customers, aiding customers in deriving maximum value from their investments using EE technologies, leading to project success, retention, and growth.

• Identify renewal risk and direct efforts both internally and externally to mitigate customer risk

• Strategic customer relationship building alongside Account Executive to elevate the Energy Exemplar experience for customers across their organization

• Regular customer communications to inform on things like webinars, user group meetings, NPS, product updates, issue escalations, etc.

• Coordinating Executive Level success reviews with internal leadership, Solutions and Sales teams

• Ensure smooth renewals through proactive customer engagement and knowledge of customer goals and objectives; provide advanced notice of major platform changes, including price increases

• Keep updated customer profiles within Salesforce with clear insight into customer's health including sentiment, license footprint, financial footprint, use cases, and organizational structure

• Maintain customer engagement for each lifecycle stage within HubSpot

• Manage renewal opportunities within Salesforce throughout the renewal lifecycle

• Ensure Salesforce Customer Success dashboard is up to date for portfolio

To be considered for this position, candidates must be located in the Mid-Atlantic region of the U.S.

Candidate Requirements & Qualifications

• BS in Business Management, Economics, Communications, Electrical Engineering or equivalent

• 2-4 years of experience in Customer Success Manager role(s)

• Consistent record of achieving targets and goals, preferably in a sales setting

• Working knowledge of CRM platforms such as Salesforce and HubSpot

• Proven capability in organizing executive level discussions

• Significant customer-facing experience leading enterprise-type customers through business or technology transformations with large account/project management experience

The base pay range for this position is between $90,000-105,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.

Energy Exemplar is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applications from people of all backgrounds, experiences, identities, and abilities. Please let us know if you require accommodations at any stage of the recruitment process—we're here to support you in showcasing your full potential.

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