At a Glance
- Tasks: Lead a dynamic team to drive customer success and revenue growth across EMEA.
- Company: Join Energy Exemplar, a global leader in innovative energy solutions.
- Benefits: Flexible work options, competitive salary, and a commitment to your professional growth.
- Other info: Diverse and inclusive workplace that values every voice.
- Why this job: Make a real impact in the energy sector while empowering customers to succeed.
- Qualifications: 10+ years in SaaS with strong leadership and customer success experience.
The predicted salary is between 80000 - 100000 £ per year.
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 Role
The Vice President, Customer Success – EMEA is a strategic, revenue-focused leader responsible for driving net ARR growth across the existing customer base. This role owns the post-sale commercial strategy, ensuring customer engagement translates into renewals, expansion, and increased lifetime value across the region. They will lead a high-performing Customer Success organisation with a clear mandate to maximise retention, accelerate upsell and cross-sell, and drive AI product adoption as a core lever for growth. By embedding a value-led, commercially disciplined approach, they ensure customers continuously realise and expand the value of their investment.
Working in close partnership with Sales, Solutions, Marketing, and Training, the VP will align go-to-market efforts across EMEA, strengthening pipeline within existing accounts and enabling seamless account growth. Ultimately, this role positions Customer Success as a primary driver of revenue, delivering strong net revenue retention and sustained ARR growth across the region.
Key Responsibilities include:
- Revenue Growth: Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximise the value of their software investments across EMEA.
- Customer Insights: Gather customer feedback, analyse data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams.
- Leadership: Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across EMEA.
- Customer Journey Mapping: Collaborate with internal teams to define, standardise, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets.
- Segmentation Strategies: Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement.
- Playbooks & Processes: Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures.
- Retention Focus: Develop and execute a comprehensive customer retention strategy, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA.
- Success Metrics: Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement.
- Cross-functional Collaboration & Escalations: Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management.
- Value Creation: Identify opportunities to increase customer value, engagement, and “share of wallet” across the EMEA customer base.
- Onboarding Excellence: Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.
Candidate Requirements & Qualifications
- BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering, or equivalent
- 10+ years’ experience working within a fast-growing SaaS business
- 5+ years’ experience leading a Customer Success function within the energy industry
- Proven track record in sales, account management, or business development across EMEA
- Strong problem-solving and analytical skills
- Entrepreneurial mindset with high energy and a strong advocacy for the customer voice
- Exceptional written and verbal communication skills, with experience engaging senior stakeholders across multiple regions
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.
VP Customer Success employer: Energy Exemplar
Energy Exemplar is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the energy sector. With a strong focus on employee growth, we provide opportunities for professional development and leadership within a high-performing team. Our remote work options and strategic engagements across Europe, the Middle East, and Africa make this role not only rewarding but also uniquely positioned to impact the future of power modeling.
StudySmarter Expert Advice🤫
We think this is how you could land VP Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Energy Exemplar. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Energy Exemplar before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Energy Exemplar:Your cover letter is your chance to shine! Tell us why you want to work at Energy Exemplar specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Energy Exemplar!
How to prepare for a job interview at Energy Exemplar
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
