Senior Customer Success Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee and expand a portfolio of current customer relationships throughout Africa.

• Enhance customer retention, product adoption, and revenue growth through renewals, price adjustments, upselling, and cross-selling opportunities.

• Establish trusted, long-term connections with customers and key users during their customer journey.

• Analyze customer needs and suggest practical solutions.

• Foster broader usage of Energy Exemplar’s platform.

• Collaborate with internal teams to address issues and enhance the customer experience.

• Cultivate and sustain professional relationships with existing customers in Africa.

• Conduct regular review meetings with customers, including travel across Africa when necessary.

• Lead onboarding meetings for customers and assist them in adopting and deriving value from Energy Exemplar products.

• Evaluate, clarify, and validate customer needs, risks, and growth opportunities.

• Drive customer retention in alignment with company goals, achieving a minimum retention rate of 95%.

• Identify and advance upselling, cross-selling, and price increase opportunities in collaboration with Sales.

• Meet targets for face-to-face customer visits and obtain customer testimonials.

• Maintain proactive communication with customers and uphold a high standard of support.

• Advocate for relevant product training to enhance adoption and effective use of PLEXOS.

• Inform customers about product releases, PLEXOS-related news, and pertinent market updates.

• Relay customer feedback, market trends, and product requirements to Product, Development, and Marketing teams.

• Keep accurate records of customer, user, and account information in internal systems.

• Collaborate with Support and Finance teams on license renewals and customer-related issues.

• Prepare quotations, contract addendums, and other relevant commercial documentation.

• Assist in organizing user group meetings, workshops, webinars, and customer events.

• Stay informed about developments in the power market, including daily NEMSIGHT analysis.

⛳️ Requirements

• Minimum of five years’ experience in customer success, account management, or a similar client-facing commercial role within the power, energy, utilities, or enterprise software sectors.

• Proven experience in managing and nurturing relationships with senior stakeholders and users across various customer accounts.

• Experience working with customers in Africa and/or the broader EMEA region.

• Demonstrated ability to retain customers, handle renewals, and uncover revenue growth opportunities through upselling, cross-selling, or price increases.

• Strong commercial awareness, with the capability to balance customer value, retention, and business objectives.

• Exceptional relationship-building, communication, and presentation skills, with the ability to establish credibility at all organizational levels.

• Excellent organizational skills and the capacity to manage multiple priorities independently in a dynamic setting.

• Willingness and capability to travel frequently across several countries in Africa.

• Strong digital literacy, including proficiency with CRM systems (Salesforce).

• Experience utilizing AI-enabled tools or analytics to interpret customer data, derive insights, and enhance customer engagement or outcomes.

• Proven ability to facilitate the adoption of new digital capabilities while exercising sound judgment regarding data quality, privacy, and security.

• High level of integrity, professionalism, ownership, and a customer-first approach.

🏝️ Benefits

• Flexible work arrangements: work from home, in the office, or while on the go.

• Support for work-life balance.

• Inclusive and diverse workplace environment.

• Accommodations available during the recruitment process.