Senior Customer Success Manager

Energy Exemplar

. Manage and grow a portfolio of existing customer relationships across Africa .

Posted 11/4/2026full-timeRemote • South AfricaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success and account management within the power and energy sectors, with a strong focus on customer retention, relationship building, and revenue growth through upselling and cross-selling. Proficient in leveraging CRM systems and analytics to enhance customer engagement and drive product adoption.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRevenue Growth StrategiesCRM Systems (Salesforce)Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionUpsellingCross-SellingContract ManagementData AnalysisProduct AdoptionCustomer OnboardingMarket AnalysisCommercial DocumentationCustomer Feedback Interpretation

Soft Skills

Communication SkillsPresentation SkillsOrganizational SkillsProfessionalismIntegrity

Tools & Technologies

SalesforceAI-Enabled ToolsAnalytics ToolsCRM Systems

Industry Keywords

Power SectorEnergy SectorUtilitiesEMEA RegionCustomer JourneyCustomer ExperienceStakeholder ManagementDigital CapabilitiesNEMSIGHT AnalysisCustomer Testimonials

About the role

Key responsibilities & impact

Manage and grow a portfolio of existing customer relationships across Africa
Drive customer retention, product adoption and revenue growth through renewals, price increases, upsell and cross-sell opportunities
Build trusted, long-term relationships with customers and key users throughout their customer journey
Identify customer needs and recommend practical solutions
Encourage wider adoption of Energy Exemplar’s platform
Work closely with internal teams to resolve issues and improve the customer experience
Build and maintain 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 in adopting and realizing value from Energy Exemplar products
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 with Sales
Achieve targets for face-to-face customer visits and customer testimonials
Maintain proactive customer contact and a 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
Share customer feedback, market trends and product requirements with Product, Development and Marketing teams
Maintain accurate customer, user and account information in internal systems
Partner with Support and Finance teams on licence renewals and customer issues
Prepare quotations, contract addendums and related commercial documentation
Support user group meetings, workshops, webinars and customer events
Maintain understanding of power market developments, including daily NEMSIGHT analysis

Requirements

What you’ll need

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

Benefits

Comp & perks

Flexible work arrangements: work from home, in the office, or on the move
Work-life balance support
Inclusive and diverse work environment
Recruitment-process accommodations available