Senior Customer Success Manager - Africa Growth & Renewals

Energy Exemplar Pty Ltd; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Energy Exemplar Pty Ltd seeks a Senior Customer Success Manager to lead and grow a portfolio of existing customers across Africa within the EMEA Sales and Customer Success team. The role focuses on retention, product adoption and revenue growth through renewals, upsell and cross-sell.

You will build trusted relationships with customers and key users, coordinate with internal teams to resolve issues and improve the customer experience, while traveling across multiple African countries and

Qualifications

• Five+ years in customer success or related role in power, energy, utilities or enterprise software.
• Experience managing senior stakeholders across multiple accounts.
• Experience working with customers in Africa and/or across the wider EMEA region.
• Proven ability to retain customers, manage renewals and identify revenue-growth opportunities through upsell, cross-sell or price increases.
• Strong communication and presentation skills with the ability to build credibility at all levels.
• Willingness and ability to travel regularly across multiple countries in Africa.

Responsibilities

• Build and maintain strong professional relationships with existing customers across Africa.
• Conduct regular customer review meetings, including travel across Africa where required.
• Lead customer onboarding meetings and support customers to adopt and realise value from Energy Exemplar products.
• Proactively assess, clarify and validate customer needs, risks and growth opportunities.
• Drive customer retention in line with company targets, including a minimum 95% retention rate.
• Identify and progress upsell, cross-sell and price-increase opportunities in collaboration with Sales.
• Achieve agreed targets for face-to-face customer visits and customer testimonials.
• Maintain regular, proactive contact with customers to ensure a high standard of support.
• Promote relevant product training to increase adoption and effective use of PLEXOS.
• Communicate product releases, PLEXOS-related news and market updates to customers.
• Gather and share customer feedback, market trends and product requirements with Product, Development and Marketing teams.
• Maintain accurate and up-to-date customer, user and account information in internal systems.
• Partner with Support and Finance teams to support smooth licences renewals and resolve customer issues.
• Prepare quotations, contract addendums and related commercial documentation for existing customers.
• Support the promotion and organisation of user group meetings, workshops, webinars and customer events.
• Maintain a strong understanding of power market developments, including daily NEMSIGHT analysis.

Skills

Customer success

Account management

Stakeholder management

Cross-cultural communication

Travel readiness

Tools

Salesforce CRM

Data analytics tools

AI analytics

Job description

Energy Exemplar Pty Ltd seeks a Senior Customer Success Manager to lead and grow a portfolio of existing customers across Africa within the EMEA Sales and Customer Success team. The role focuses on retention, product adoption and revenue growth through renewals, upsell and cross-sell.

You will build trusted relationships with customers and key users, coordinate with internal teams to resolve issues and improve the customer experience, while traveling across multiple African countries and