Customer Success Manager

Energy Exemplar is a company focused on empowering transformative energy decisions through innovative software solutions. The Customer Success Manager will play a crucial role in engaging, retaining, and growing the customer base by guiding them through the post-sales lifecycle and ensuring they derive maximum value from their investments.

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

Requirements:

• 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