About the Position

As part of the EMEA Sales and Customer Success team, the Senior Customer Success Manager will manage and grow a portfolio of existing customer relationships across Africa. The role is responsible for driving customer retention, product adoption and revenue growth through renewals, price increases, upsell and cross-sell opportunities.

The successful candidate will build trusted, long-term relationships with customers and key users, ensuring they receive consistent value from Energy Exemplar’s solutions throughout their customer journey. They will identify customer needs, recommend practical solutions, encourage wider adoption of the platform and work closely with internal teams to resolve issues and improve the customer experience.

This role requires a commercially minded, highly organised and customer-focused professional who is comfortable working independently across multiple countries. The successful candidate will demonstrate sound judgement, strong communication skills, integrity and the ability to thrive in a fast-paced, changing environment.

Primary Responsibilities

• Build and maintain strong professional relationships with existing customers across Africa.
• Conduct regular customer review meetings, including travel across Africa where required.
• Lead customer onboarding meetings and support customers to adopt and realise value from Energy Exemplar products.
• Proactively assess, clarify and validate customer needs, risks and growth opportunities.
• Drive customer retention in line with company targets, including a minimum 95% retention rate.
• Identify and progress upsell, cross-sell and price-increase opportunities in collaboration with Sales.
• Achieve agreed targets for face-to-face customer visits and customer testimonials.
• Maintain regular, proactive contact with customers to ensure a consistently high standard of support.
• Promote relevant product training to increase adoption and effective use of PLEXOS.
• Communicate product releases, PLEXOS-related news and relevant market updates to customers.
• Gather and share customer feedback, market trends and product requirements with Product, Development and Marketing teams.
• Maintain accurate and up-to-date customer, user and account information in internal systems.
• Partner with Support and Finance teams to support smooth licence renewals and resolve customer issues.
• Prepare quotations, contract addendums and related commercial documentation for existing customers.
• Support the promotion and organisation of user group meetings, workshops, webinars and customer events.
• Maintain a strong understanding of power market developments, including daily NEMSIGHT analysis.

Candidate Requirements & Qualifications

• At least five years’ experience in customer success, account management or a comparable client-facing commercial role within the power, energy, utilities or enterprise software sector.
• Demonstrable experience managing and growing relationships with senior stakeholders and users across multiple customer accounts.
• Experience working with customers in Africa and/or across the wider EMEA region.
• Proven ability to retain customers, manage renewals and identify revenue-growth opportunities through upsell, cross-sell or price increases.
• Strong commercial awareness, with the ability to balance customer value, retention and business objectives.
• Excellent relationship-building, communication and presentation skills, with the ability to build credibility at all organisational levels.
• Strong organisational skills and the ability to manage multiple priorities independently in a dynamic environment.
• Willingness and ability to travel regularly across multiple countries in Africa.
• Strong digital literacy, including confidence using CRM systems (salesforce).
• Experience using AI enabled tools or analytics to interpret customer data, identify insights and improve customer engagement or outcomes.
• Demonstrated ability to support adoption of new digital capabilities while applying sound judgement regarding data quality, privacy and security.
• Strong integrity, professionalism, ownership and a customer-first mindset.