VP Customer Success – EMEA

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Collaborate with Sales, Marketing, and Account Management to enhance account growth and revenue by helping customers maximize the value of their software investments throughout EMEA.

• Collect customer feedback, analyze data, and engage with customers directly to comprehend regional needs and provide actionable insights to Sales, Marketing, and Product teams.

• Lead, mentor, and motivate a geographically dispersed team of Customer Success Managers, fostering performance, consistency, and excellence across EMEA.

• Work with internal teams to define, standardize, and continuously enhance the post-implementation customer journey, optimizing satisfaction and product adoption in various markets.

• Collaborate with Marketing to establish customer segmentation and develop regionally relevant strategies that boost retention, renewals, and long-term engagement.

• Create and implement scalable, repeatable customer success playbooks and processes that facilitate consistent delivery across diverse countries and cultures.

• Formulate and execute a comprehensive customer retention strategy, focusing on effective onboarding, proactive account management, and minimizing churn across EMEA.

• Define and monitor customer success metrics such as NPS, adoption, retention, renewals, and expansion, utilizing insights to drive ongoing improvement.

• Work closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, enhance solution usage, and manage escalations effectively.

• Identify opportunities to boost customer value, engagement, and “share of wallet” within the EMEA customer base.

• Establish and uphold high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.

⛳️ Requirements

• BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering, or a related field.

• Over 10 years of experience in a rapidly growing SaaS organization.

• More than 5 years of experience leading a Customer Success function in the energy sector.

• Demonstrated success in sales, account management, or business development across EMEA.

• Strong analytical and problem-solving abilities.

• Entrepreneurial mindset characterized by high energy and a strong commitment to the customer perspective.

• Outstanding written and verbal communication skills, with experience interacting with senior stakeholders across different regions.

🏝️ Benefits

• Energy Exemplar is proud to be an equal opportunity employer.

• We celebrate diversity and are dedicated to fostering an inclusive environment for all team members.

• Please inform us if you need any accommodations during the recruitment process—we're here to assist you in showcasing your full potential.