Senior Customer Success Manager - Remote

Overview

This position will help engage, retain, enable and grow Energy Exemplar’s top tier customers. The Senior 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
• 5+ 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 that help you thrive
• Commitment to diversity and inclusion in the workplace