Energy Exemplar - VP Customer Success EMEA
Requirements
• 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 EMEA • 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
Responsibilities
• Revenue Growth: Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximise the value of their software investments across EMEA. • Revenue Growth: • Customer Insights: Gather customer feedback, analyse data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams. • Customer Insights: • Leadership: Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across EMEA. • Leadership: • Customer Journey Mapping: Collaborate with internal teams to define, standardise, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets. • Customer Journey Mapping: • Segmentation Strategies: Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement. • Segmentation Strategies: • Playbooks & Processes: Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures. • Playbooks & Processes: • Retention Focus: Develop and execute a comprehensive customer retention strategy, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA. • Retention Focus: • Success Metrics: Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement. • Success Metrics: • 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. • Cross-functional Collaboration & Escalations: • Value Creation: Identify opportunities to increase customer value, engagement, and “share of wallet” across the EMEA customer base. • Value Creation: • Onboarding Excellence: Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success. • Onboarding Excellence:
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