Lead Customer Success Manager

Energy Exemplar•San Francisco, CA

2d•$100,000 - $120,000

About The Position

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.

Requirements

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.

Nice To Haves

Experience managing enterprise customers in the energy, utilities, or simulation software space.
Must be located in Northern California.

Responsibilities

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.