Customer Success Manager (EMEA) - Energy Exemplar

About the Role

As a member of the EMEA Customer Success team, the Customer Success Manager will be responsible for managing and growing customer engagements across the region. This role focuses on building and maintaining long-term strategic partnerships with utilities, regulators, government bodies, and energy companies, ensuring Energy Exemplar’s solutions deliver measurable value.

The successful candidate will oversee a high-value customer portfolio with a clear mandate to drive customer retention, revenue growth, and advocacy. You will act as the trusted advisor to senior stakeholders, proactively identifying opportunities for expansion through upsell and cross-sell initiatives, while ensuring adoption and satisfaction remain at best-in-class levels.

This role also requires strong external engagement, representing Energy Exemplar as a thought leader at industry events, government forums, and conferences across EMEA. To succeed, you will combine a strong commercial mindset with deep knowledge of the regional energy landscape and an ability to translate complex customer challenges into actionable solutions.

Primary Responsibilities

Strategic Account Ownership

• Establish, expand, and nurture executive-level relationships with customers across EMEA.
• Serve as a trusted advisor to senior stakeholders in utilities, regulators, government bodies, and energy companies.
• Take full ownership of all accounts in the region to ensure long-term retention, growth, and advocacy.

Revenue Growth & Retention

• Drive measurable business outcomes by managing a regional portfolio.
• Ensure renewal targets are consistently achieved or exceeded.
• Proactively identify expansion opportunities through upsell and cross-sell initiatives to maximize customer lifetime value.

Customer Advocacy & Success

• Partner closely with customers to understand their evolving priorities and ensure Energy Exemplar’s solutions deliver strategic value.
• Achieve industry-leading retention rates while securing multiple customer testimonials and reference partnerships annually.

Market & Industry Engagement

• Represent Energy Exemplar as a thought leader in the EMEA energy sector.
• Attend and present at regional conferences, government forums, and industry events to expand networks and identify emerging opportunities.

Operational Excellence

• Ensure customer onboarding, adoption, and expansion are delivered to the highest standard, leveraging consistent frameworks across markets.
• Maintain robust account management systems, driving insights through structured reporting and data analysis to executive leadership.

Voice of the Customer

• Act as the key conduit between customers and Energy Exemplar’s Product teams.
• Deliver actionable feedback on market trends, regulatory developments, and customer requirements, shaping product innovation and roadmap priorities.

Regional Expansion & Innovation

• Identify and develop new business opportunities, including strategic partnerships with governments, regulators, and private sector leaders.

Requirements

• Experience: 3+ years of experience in Customer Success, Account Management, or Strategic Consulting. Previous experience in SaaS/software is essential.
• Industry Knowledge: Experience selling into the energy sector is a strong plus but not essential. An interest in the energy landscape and the ability to understand industry dynamics and customer needs are advantageous.
• Commercial Acumen: Proven track record of managing enterprise accounts and meeting or exceeding renewal, retention, and expansion targets.
• Relationship Management: Demonstrated ability to build and maintain strong executive-level relationships with C-suite and senior stakeholders.
• Strategic Thinking: Ability to translate customer challenges into actionable solutions, drive adoption, and deliver measurable customer value.
• Communication Skills: Excellent written and verbal communication skills, with confidence presenting to senior audiences and representing the company at industry forums.
• Analytical Skills: Proficiency in using data to generate customer insights, monitor account performance, and inform strategic decisions.
• Flexibility: Willingness to travel across EMEA for customer meetings, industry events, and regional engagements.
• Education: Bachelor’s degree required; an advanced degree in business, engineering, or a related field is preferred.
• Based in the UK.