Senior Customer Success Manager

About Energy Exemplar

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, Energy Exemplar's mission lies in 'Empowering Transformative Energy Decisions'. Founded in 1999 in Adelaide, Australia, our award-winning software portfolio encompassing the modeling and simulation platform PLEXOS, Aurora, and Adapt2, is trusted by innovative organizations across the globe. Through our technology and people, we strive to enable stakeholders from across the entire energy value chain to revolutionize the energy ecosystem and to collaboratively plan and execute for a sustainable energy future with unprecedented clarity, speed, and innovation. 

Our impact is global and is being recognized across the industry. Some of our recent accolades include:

• SaaS Company of the Year – Global Business Tech Awards.
• Environmental Impact Award – E+E Leaders Awards.
• IPPAI (Independent Power Producers Association of India) Power Awards Winners
• Finalist: Platts Global Energy Awards – Grid Edge category
• Finalist: Reuters Global Energy Transition Awards – Technologies of Change
• Top 50 Marketing Team – Voted by the public at the ICON Awards.

How We Work

Energy Exemplar is growing fast around 30% year on year and, that growth is driven by how we work. We trust our team to deliver great results from wherever they work best, whether that's at home, in the office, or on the move.

We're a global team that values ownership, integrity, and innovation. You'll be supported to balance work and life in a way that works for you, and empowered to take initiative, solve problems, and make an impact, regardless of your background, location, or role.

Our four core values, Customer Success, One Global Team, Integrity & Ownership, and Innovation Excellence aren't just words. They show up in how we collaborate, how we solve, and how we grow together.

About the Position

The Senior Customer Success Manager (CSM) for the DACH region, you will act as the primary advocate and trusted advisor for Energy Exemplar's enterprise customers. This role is pivotal in driving successful adoption, engagement, and growth of Energy Exemplar's simulation software across the region.

As a senior member of the Customer Success team, you will play a strategic role in fostering long-term relationships, aligning customer objectives with Energy Exemplar's solutions, and ensuring customers derive maximum value from their investment. You will partner closely with regional Sales and Solutions teams to deliver an exceptional customer experience and ensure continued expansion within key accounts.

Key Responsibilities

• Own the full post-sales lifecycle of a portfolio of strategic customers within the DACH region, ensuring adoption, value realization, retention, and growth.
• Identify renewal and churn risks early, collaborating cross-functionally to develop and execute mitigation strategies.
• Build and maintain strategic customer relationships alongside the Account Executive, elevating Energy Exemplar's presence and influence across all levels of the customer organization.
• Conduct regular customer communications to share insights, promote webinars and user group meetings, communicate product updates, and address escalations.
• Coordinate and lead executive-level success reviews with internal leadership, Solutions, and Sales teams to ensure alignment and satisfaction.
• Drive smooth and timely renewals through proactive engagement and a deep understanding of each customer's goals, objectives, and business drivers.
• Maintain comprehensive customer profiles within Salesforce, capturing sentiment, license footprint, financial metrics, use cases, and organizational details.
• Leverage HubSpot and Salesforce to monitor engagement throughout each lifecycle stage and ensure accurate tracking of renewals and success metrics.
• Represent the voice of the customer internally, influencing product development, process improvements, and go-to-market strategies for the DACH region.
• Mentor and support junior CSMs where appropriate, fostering a culture of excellence and collaboration within the Customer Success organization.

Candidate Requirements & Qualifications

• Bachelor's degree in Business Management, Economics, Engineering, or a related discipline.
• 5+ years of experience in Customer Success or Account Management roles, preferably in enterprise software or SaaS environments.
• Proven track record of driving adoption and growth within large, complex customer accounts.
• Demonstrated experience in executive-level stakeholder management and strategic account planning.
• Working knowledge of CRM systems such as Salesforce and HubSpot.
• Exceptional communication and presentation skills in English and German (fluency required).
• Strong organizational and analytical skills with the ability to manage multiple high-value customers simultaneously.
• Experience working with energy sector clients or simulation software (desirable but not essential).
• Based in or familiar with the DACH market, with a strong understanding of regional business culture and practices.

Energy Exemplar is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applications from people of all backgrounds, experiences, identities, and abilities. Please let us know if you require accommodations at any stage of the recruitment process—we're here to support you in showcasing your full potential.

Energy Exemplar respects your privacy and is committed to protecting the personal data you share during the recruitment process. This Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with us.