Vice President of Customer Success - Remote

Overview

As the VP, Customer Success, you will be entrusted with leading our Customer Success team, which plays a critical role in managing and nurturing client accounts throughout their journey with Energy Exemplar. Your responsibility will be to ensure an outstanding and seamless experience for our customers, from onboarding through to long-term account management. You will play a key role in developing and executing strategies that enhance customer satisfaction, drive retention, and contribute to overall business growth, while aligning with Energy Exemplar’s core values and strategic goals.

In Short

• Lead the Customer Success team to ensure exceptional customer experiences.
• Develop strategies for customer satisfaction and retention.
• Collaborate with Sales, Marketing, and Solutions teams.
• Oversee onboarding processes for new customers.
• Manage account relationships and resolve issues.
• Define customer segmentation and retention strategies.
• Implement scalable playbooks for customer engagement.
• Measure success metrics like NPS and retention rates.
• Identify opportunities for revenue growth within existing accounts.
• Foster a customer-centric culture within the team.

Requirements

• BS/BA degree in Business Management, Strategy, or related field.
• 10+ years of experience in a fast-growing SaaS business.
• 5+ years of experience leading a customer success function.
• Proven track record in sales or account management.
• Strong problem-solving and analytical skills.
• Excellent communication skills.

Benefits

• Flexible working arrangements.
• Inclusive workplace culture.
• Opportunities for professional growth.
• Support for work-life balance.