[Hiring] VP Customer Success EMEA @Energy Exemplar

Role Description

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

• 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.

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

Company Description

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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