VP Customer Success

Energy Exemplar•Salt Lake City, UT

About The Position

The Vice President, Customer Success – Americas is a strategic, revenue-focused leader responsible for driving net ARR growth across the existing customer base. This role owns the post-sale commercial strategy, ensuring customer engagement translates into renewals, expansion, and increased lifetime value across the region. They will lead a high-performing Customer Success organization with a clear mandate to maximize retention, accelerate upsell and cross-sell, and drive AI product adoption as a core lever for growth. By embedding a value-led, commercially disciplined approach, they ensure customers continuously realize and expand the value of their investment. Working in close partnership with Sales, Solutions, Marketing, and Training, the VP will align go-to-market efforts across EMEA, strengthening pipeline within existing accounts and enabling seamless account growth. Ultimately, this role positions Customer Success as a primary driver of revenue, delivering strong net revenue retention and sustained ARR growth across the region.

Requirements

BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering, or equivalent
10+ years’ experience working within a fast-growing SaaS business
5+ years’ experience leading a Customer Success function within the energy industry
Proven track record in sales, account management, or business development across Americas
Strong problem-solving and analytical skills
Entrepreneurial mindset with high energy and a strong advocacy for the customer voice
Exceptional written and verbal communication skills, with experience engaging senior stakeholders across multiple regions

Responsibilities

Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximize the value of their software investments across Americas.
Gather customer feedback, analyze data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams.
Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across Americas.
Collaborate with internal teams to define, standardize, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets.
Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement.
Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures.
Develop and execute a comprehensive customer retention strategy, emphasizing effective onboarding, proactive account management, and churn minimization across Americas.
Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement.
Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management.
Identify opportunities to increase customer value, engagement, and “share of wallet” across the Americas customer base.
Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.