Account Director - Trading London, England, United Kingdom

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.

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.

As a key member of the EMEA Customer Success team at Energy Exemplar, this role is responsible for driving customer retention, renewals, and expansion revenue across our trading customer base in Europe. The Senior Customer Success Manager (CSM) will partner closely with power and gas trading as well as utility organizations to ensure they realize maximum value from Energy Exemplar’s PLEXOS software suite and related solutions. The ideal candidate brings a strong combination of customer success expertise, commercial acumen, and deep knowledge of European power markets and trading operations. You will work strategically with customers to strengthen adoption, identify upsell opportunities, manage renewals, and position Energy Exemplar as a long‑term trusted partner in energy market modeling and simulation.

This Role Has Two Primary Objectives:

• Drive Retention and Renewal Excellence Across Europe – Own and manage the renewal process for a portfolio of power and gas trading customers, ensuring high retention rates and predictable recurring revenue.
• Deliver Account Growth Through Upsell and Expansion – Identify, develop, and close upsell and cross‑sell opportunities within the existing customer base, expanding adoption of PLEXOS, PLEXOS Insights, PLEXOS Playbook, and related solutions.

Primary Responsibilities:

• Customer Success & Account Management – Manage a portfolio of strategic power trading accounts across Europe. Develop and execute account success plans aligned to customer objectives and commercial growth targets. Build trusted advisor relationships with traders, analysts, risk teams, and senior stakeholders. Proactively monitor product adoption, usage, and value realization. Conduct regular business reviews (QBRs/EBRs) to demonstrate ROI and identify growth opportunities. Partner with customers to align PLEXOS capabilities with evolving trading strategies and regulatory changes.
• Renewals & Commercial Ownership – Own the end‑to‑end renewal process, including forecasting, pricing discussions, and contract negotiations. Proactively mitigate churn risks through early engagement and value reinforcement. Maintain accurate renewal forecasts and account health updates in CRM. Collaborate with Sales and leadership on renewal strategy for strategic accounts.
• Upsell & Expansion – Identify cross‑sell and upsell opportunities within existing accounts. Position additional modules, capacity expansions, consulting support, and adjacent solutions. Lead commercial discussions for expansion opportunities. Partner with Sales and Solutions teams where appropriate to structure complex expansion deals.
• Cross‑Functional Collaboration – Work closely with Solutions, Support, and Product teams to ensure seamless onboarding and ongoing success. Escalate and coordinate resolution of customer issues where necessary. Provide structured feedback to Product Management on market needs and customer challenges. Contribute to regional customer success strategies for the European trading segment.
• Market & Industry Engagement – Maintain strong awareness of European power and gas market developments. Understand evolving trading strategies, market reforms, and regulatory impacts. Represent Energy Exemplar in customer forums, industry events, and webinars where appropriate.

Candidate Requirements & Qualifications:

• 5+ years of experience in Customer Success, Account Management, or Commercial roles within B2B software, preferably in the energy sector.
• Proven track record of owning renewals and driving expansion revenue within an existing customer base.
• Strong understanding of European power markets, trading operations, and market fundamentals.
• Experience working with power trading desks, utilities, or energy‑intensive organizations.
• Commercially astute with strong negotiation and contract management skills.
• Ability to articulate complex technical concepts to both technical and commercial stakeholders.
• Experience managing strategic accounts with multiple stakeholders.
• Proficiency with CRM systems and revenue forecasting.
• Outstanding verbal and written communication skills.
• Self‑driven, organized, and results‑oriented with the ability to manage multiple accounts simultaneously.
• Willingness to travel within Europe (approximately 30–40%).

Desired but Not Required:

• Knowledge of electricity and gas market modeling, optimization, or simulation tools.
• Understanding of stack modeling, price forecasting, fundamental analysis, and risk management in energy trading.
• Experience managing long‑term enterprise software subscriptions.
• Network of contacts within the European energy trading community.
• Fluency in one or more European languages beyond English.

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.