Lead Customer Success Manager

About the Role

As a Lead Customer Success Manager (CSM) at Energy Exemplar, you will play a pivotal role in shaping the post-sale experience for our most strategic customers. Acting as a trusted advisor, you’ll guide organizations through their journey with our simulation software, maximizing adoption, accelerating time-to-value, and fostering long-term partnerships that lead to renewals and growth.

This is a high-impact, customer-facing role that requires strong strategic thinking, cross-functional leadership, and a proactive approach to value delivery. You will be responsible for a portfolio of key accounts, ensuring they achieve measurable success through their investment in Energy Exemplar’s technologies.

• Serve as the primary post-sales relationship owner for a portfolio of enterprise-level customers, ensuring strong engagement and satisfaction throughout the customer lifecycle.

• Act as a strategic partner to your customers, understanding their business goals and proactively driving outcomes that align with those goals.

• Collaborate closely with Account Executives to build strategic account plans, support expansion opportunities, and deliver seamless customer experiences.

• Lead regular executive business reviews to showcase value delivered, align on strategic priorities, and identify new growth opportunities.

• Monitor and manage customer health scores, adoption metrics, and sentiment using tools like Salesforce and HubSpot.

• Identify and mitigate renewal risks early by driving engagement strategies, surfacing concerns, and mobilizing internal resources as needed.

• Drive successful, timely renewals by maintaining deep knowledge of your customers' usage, licensing, and business objectives.

• Keep Salesforce records and dashboards accurate and up to date, including renewal opportunities, customer health, and stakeholder mapping.

• Share product updates, feature releases, and best practices regularly to ensure customers are fully enabled and informed.

• Contribute to the continuous improvement of the Customer Success function through mentoring, process enhancements, and cross-team collaboration.

Qualifications

• Bachelor’s degree in Business, Strategy, Engineering, Communications, or a related field.

• 8+ years of experience in a Customer Success or Account Management role, preferably supporting enterprise software customers.

• Proven track record of driving customer adoption, retention, and expansion in complex, technical environments.

• Exceptional relationship-building skills, with experience engaging senior/executive stakeholders.

• Strong proficiency with CRM and customer success tools such as Salesforce and HubSpot.

• Excellent communication, presentation, and problem-solving skills.

Desired but not required

• Experience managing enterprise customers in the energy, utilities, or simulation software space. 

The pay range for this position is between $140,000-160,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.