Lead Customer Success Manager

Job Description

Job Description

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 (2025) – Global Business Tech Awards.
• Environmental Impact Award (2025) – E+E Leaders Awards.
• IPPAI (Independent Power Producers Association of India) Power Awards (2025) - Winners
• Finalist: Platts Global Energy Awards (2024) – Grid Edge category
• Finalist: Reuters Global Energy Transition Awards (2024) – Technologies of Change
• Top 50 Marketing Team (2024) – 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.

As a Lead 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.

• 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.

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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