Lead Customer Success Manager

Energy Exemplar is a company focused on empowering transformative energy decisions through innovative software solutions. As a Lead Customer Success Manager, you will guide strategic customers through their journey with the company's simulation software, ensuring adoption and fostering long-term partnerships for growth.

Responsibilities:

• Serve as the primary post-sales relationship owner for a portfolio of enterprise-level customers, ensuring strong engagement and satisfaction throughout the customer lifecycle
• Act as a strategic partner to your customers, understanding their business goals and proactively driving outcomes that align with those goals
• Collaborate closely with Account Executives to build strategic account plans, support expansion opportunities, and deliver seamless customer experiences
• Lead regular executive business reviews to showcase value delivered, align on strategic priorities, and identify new growth opportunities
• Monitor and manage customer health scores, adoption metrics, and sentiment using tools like Salesforce and HubSpot
• Identify and mitigate renewal risks early by driving engagement strategies, surfacing concerns, and mobilizing internal resources as needed
• Drive successful, timely renewals by maintaining deep knowledge of your customers' usage, licensing, and business objectives
• Keep Salesforce records and dashboards accurate and up to date, including renewal opportunities, customer health, and stakeholder mapping
• Share product updates, feature releases, and best practices regularly to ensure customers are fully enabled and informed
• Contribute to the continuous improvement of the Customer Success function through mentoring, process enhancements, and cross-team collaboration

Requirements:

• Bachelor's degree in Business, Strategy, Engineering, Communications, or a related field
• 8+ years of experience in a Customer Success or Account Management role, preferably supporting enterprise software customers
• Proven track record of driving customer adoption, retention, and expansion in complex, technical environments
• Exceptional relationship-building skills, with experience engaging senior/executive stakeholders
• Strong proficiency with CRM and customer success tools such as Salesforce and HubSpot
• Excellent communication, presentation, and problem-solving skills
• Experience managing enterprise customers in the energy, utilities, or simulation software space