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 (2025) – Global Business Tech Awards.
• Environmental Impact Award (2025) – E+E Leaders Awards.
• IPPAI (Independent Power Producers Association of India) Power Awards (2025) - Winners
• Finalist: Platts Global Energy Awards (2024) – Grid Edge category
• Finalist: Reuters Global Energy Transition Awards (2024) – Technologies of Change
• Top 50 Marketing Team (2024) – 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

As part of the EMEA Sales and Customer Success team, the Senior Customer Success Manager will manage and grow a portfolio of existing customer relationships across Africa. The role is responsible for driving customer retention, product adoption and revenue growth through renewals, price increases, upsell and cross-sell opportunities.

The successful candidate will build trusted, long-term relationships with customers and key users, ensuring they receive consistent value from Energy Exemplar’s solutions throughout their customer journey. They will identify customer needs, recommend practical solutions, encourage wider adoption of the platform and work closely with internal teams to resolve issues and improve the customer experience.

This role requires a commercially minded, highly organised and customer-focused professional who is comfortable working independently across multiple countries. The successful candidate will demonstrate sound judgement, strong communication skills, integrity and the ability to thrive in a fast-paced, changing environment.

Primary 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 consistently high standard of support.
• Promote relevant product training to increase adoption and effective use of PLEXOS.
• Communicate product releases, PLEXOS-related news and relevant 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 licence 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.

Candidate Requirements & Qualifications

• At least five years’ experience in customer success, account management or a comparable client-facing commercial role within the power, energy, utilities or enterprise software sector.
• Demonstrable experience managing and growing relationships with senior stakeholders and users across multiple customer 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 commercial awareness, with the ability to balance customer value, retention and business objectives.
• Excellent relationship-building, communication and presentation skills, with the ability to build credibility at all organisational levels.
• Strong organisational skills and the ability to manage multiple priorities independently in a dynamic environment.
• Willingness and ability to travel regularly across multiple countries in Africa.
• Strong digital literacy, including confidence using CRM systems (salesforce).
• Experience using AI enabled tools or analytics to interpret customer data, identify insights and improve customer engagement or outcomes.
• Demonstrated ability to support adoption of new digital capabilities while applying sound judgement regarding data quality, privacy and security.
• Strong integrity, professionalism, ownership and a customer-first mindset.

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.

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