VP Customer Success

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.

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

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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