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.

About the Position

This role is critical to help engage, retain, enable, and grow Energy Exemplar's customers. The Customer Success Manager will act as the primary advocate for customers, guiding them along their simulation software journey and engaging resources across Energy Exemplar to accelerate adoption and expansion.

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

As Energy Exemplar continues to leverage AI to enhance customer experiences and internal operations, this role will champion the adoption of Energy Decision Intelligence.

Key Responsibilities

• Identify renewal risk and direct efforts both internally and externally to mitigate customer risk
• Build strategic customer relationships alongside the Account Executive to elevate the Energy Exemplar experience across the customer's organization
• Drive adoption of AI and best practices to enhance customer engagement, improve operational efficiency, and support data driven decision making
• Regularly communicate with customers regarding webinars, user group meetings, NPS, product updates, issue escalations, and other key initiatives
• Coordinate Executive Business Reviews with internal leadership, Solutions, and Sales teams
• Ensure smooth renewals through proactive customer engagement and a deep understanding of customer goals and objectives; provide advance notice of major platform changes, including pricing updates
• Maintain accurate customer profiles within Salesforce, including customer health, sentiment, license footprint, financial footprint, use cases, and organizational structure
• Maintain customer engagement throughout each lifecycle stage within HubSpot
• Manage renewal opportunities within Salesforce throughout the renewal lifecycle
• Ensure the Salesforce Customer Success dashboard remains accurate and up to date for the assigned portfolio.

Candidate Requirements & Qualifications

• BS/BA in Business Management, Strategy, Economics, Communications, Electrical Engineering, or equivalent
• 3+ years' experience in management consulting, technical account management, Customer Success, or enterprise software sales
• Consistent record of achieving targets and goals, preferably in a SaaS or enterprise sales environment
• Proven capability in organizing and leading executive-level customer discussions
• Significant customer facing experience leading enterprise customers through business or technology transformation initiatives, with large account/project management experience
• Experience adopting or championing AI powered tools and workflows to improve customer outcomes, operational efficiency, or team productivity
• Strong analytical, problem-solving, and relationship management skills, with excellent written and verbal communication abilities.

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.

Energy Exemplar respects your privacy and is committed to protecting the personal data you share during the recruitment process. This Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with us.