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 enabling customers to maximize the value of their software investments throughout EMEA.

• Collect customer feedback, analyze data, and engage directly with clients to understand regional demands 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 across various markets.

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

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

• Design and execute a comprehensive customer retention strategy that emphasizes effective onboarding, proactive account management, and churn reduction across EMEA.

• Define and monitor customer success metrics including NPS, adoption, retention, renewals, and expansion, leveraging insights to drive ongoing improvement.

• Work closely with Sales, Product, Solutions, Support, and Executive teams to guarantee customer satisfaction, enhanced solution usage, and efficient escalation management.

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

• Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s dedication to excellence and foster 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 environment.

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

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

• Strong problem-solving and analytical capabilities.

• Entrepreneurial spirit with high energy and a robust commitment to advocating for the customer voice.

• Outstanding written and verbal communication skills, with experience engaging senior stakeholders across multiple regions.

🏝️ Benefits

• 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.

• 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.