Customer Success Manager - Remote

Overview

This position will help engage, retain, enable and grow Energy Exemplar’s customers. The Customer Success Manager (CSM) will act as the primary advocate for customers, guiding them along a simulation software journey and engaging resources across EE to accelerate adoption and expansion.

In Short

• Identify renewal risk and direct efforts both internally and externally to mitigate customer risk
• Strategic customer relationship building alongside Account Executive to elevate the Energy Exemplar experience for customers across their organization
• Regular customer communications to inform on things like webinars, user group meetings, NPS, product updates, issue escalations, etc.
• Coordinating Executive Level success reviews with internal leadership, Solutions and Sales teams
• Ensure smooth renewals through proactive customer engagement and knowledge of customer goals and objectives; provide advanced notice of major platform changes, including price increases
• Keep updated customer profiles within Salesforce with clear insight into customer’s health including: sentiment, license footprint, financial footprint, use cases, and organizational structure
• Maintain customer engagement for each lifecycle stage within HubSpot
• Manage renewal opportunities within Salesforce throughout the renewal lifecycle
• Ensure Salesforce Customer Success dashboard is up-to-date for portfolio

Requirements

• BS in Business Management, Strategy, Economics, Communications, Electrical Engineering or equivalent
• 3+ years experience in management consulting, technical account management, or enterprise software sales
• Consistent record of achieving targets and goals, preferably in a sales setting
• Proven capability in organizing executive level discussions
• Significant customer-facing experience leading enterprise-type customers through business or technology transformations with large account/project management experience

Benefits

• Flexible work culture that fosters innovation, collaboration, and trust
• Support for various working arrangements to help balance professional and personal lives
• Recognition for excellence in product and quality of people
• Commitment to diversity and inclusion in the workplace