Senior Customer Success Manager

About Energy Exemplar

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, Energy Exemplar’s mission lies in ‘Empowering Transformative Energy Decisions’. Founded in 1999 in Adelaide, Australia, our award-winning software portfolio encompassing the modeling and simulation platform PLEXOS®, Aurora, and Adapt2, is trusted by innovative organizations across the globe. Through our technology and people, we strive to enable stakeholders from across the entire energy value chain to revolutionize the energy ecosystem and to collaboratively plan and execute for a sustainable energy future with unprecedented clarity, speed, and innovation. 

Our impact is global and is being recognized across the industry. Some of our recent accolades include:

• SaaS Company of the Year (2025) – Global Business Tech Awards.
• Environmental Impact Award (2025) – E+E Leaders Awards.
• IPPAI (Independent Power Producers Association of India) Power Awards (2025) - Winners
• Finalist: Platts Global Energy Awards (2024) – Grid Edge category
• Finalist: Reuters Global Energy Transition Awards (2024) – Technologies of Change
• Top 50 Marketing Team (2024) – Voted by the public at the ICON Awards.

How We Work

Energy Exemplar is growing fast around 30% year on year and, that growth is driven by how we work. We trust our team to deliver great results from wherever they work best, whether that’s at home, in the office, or on the move.

We’re a global team that values ownership, integrity, and innovation. You’ll be supported to balance work and life in a way that works for you, and empowered to take initiative, solve problems, and make an impact, regardless of your background, location, or role.

Our four core values, Customer Success, One Global Team, Integrity & Ownership, and Innovation Excellence aren’t just words. They show up in how we collaborate, how we solve, and how we grow together.

About the Role

As a member of the EMEA Customer Success team, the Senior Customer Success Manager – Middle East will be responsible for managing and growing customer engagements across the region. This role will focus on building and maintaining long-term strategic partnerships with utilities, regulators, government bodies, and energy companies, ensuring Energy Exemplar’s solutions deliver measurable value.

The successful candidate will oversee a high-value customer portfolio with a clear mandate to drive customer retention, revenue growth, and advocacy. You will act as the trusted advisor to senior stakeholders, proactively identifying opportunities for expansion through upsell and cross-sell initiatives, while ensuring adoption and satisfaction remain at best-in-class levels.

This role also requires strong external engagement, representing Energy Exemplar as a thought leader at industry events, government forums, and conferences across the Middle East. To succeed, you will combine a strong commercial mindset with deep knowledge of the regional energy landscape and an ability to translate complex customer challenges into actionable solutions.

Primary Responsibilities

Strategic Account Ownership

• Establish, expand, and nurture executive-level relationships with customers across the Middle East.
• Serve as a trusted advisor to senior stakeholders in utilities, regulators, government bodies, and energy companies.
• Take full ownership of all accounts in the region to ensure long-term retention, growth, and advocacy.

Revenue Growth & Retention

• Drive measurable business outcomes by managing a regional portfolio representing $130M ARR.
• Ensure renewal targets are consistently achieved or exceeded.
• Proactively identify expansion opportunities through upsell and cross-sell initiatives to maximize customer lifetime value.

Customer Advocacy & Success

• Partner closely with customers to understand their evolving priorities and ensure Energy Exemplar’s solutions deliver strategic value.
• Achieve industry-leading retention rates while securing multiple customer testimonials and reference partnerships annually.

Market & Industry Engagement

• Represent Energy Exemplar as a thought leader in the Middle East energy sector.
• Attend and present at regional conferences, government forums, and industry events to expand networks and identify emerging opportunities.

Operational Excellence

• Ensure customer onboarding, adoption, and expansion are delivered to the highest standard, leveraging consistent frameworks across markets.
• Maintain robust account management systems, driving insights through structured reporting and data analysis to executive leadership.

Voice of the Customer

• Act as the key conduit between customers and Energy Exemplar’s Product teams.
• Deliver actionable feedback on market trends, regulatory developments, and customer requirements, shaping product innovation and roadmap priorities.

Regional Expansion & Innovation

• Identify and develop new business opportunities, including strategic partnerships with governments, regulators, and private sector leaders, embedding Energy Exemplar in the Middle East energy ecosystem.

Requirements

• Experience: 7+ years in Customer Success, Account Management, or Strategic Consulting within enterprise software, energy, or related industries.
• Industry Knowledge: Strong understanding of the Middle East energy landscape, including utilities, regulators, and market dynamics.
• Commercial Acumen: Proven track record of managing large enterprise accounts, meeting or exceeding renewal and expansion targets.
• Relationship Management: Demonstrated ability to build and sustain executive-level relationships with C-suite and senior stakeholders.
• Strategic Thinking: Ability to translate customer challenges into actionable solutions and value realization.
• Communication Skills: Excellent written and verbal communication skills; confident in presenting to senior audiences and representing the company at industry forums.
• Analytical Skills: Proficiency in leveraging data to inform customer insights, track account performance, and guide strategic decisions.
• Flexibility: Willingness to travel across the Middle East for customer meetings, industry events, and regional engagements.
• Education: Bachelor’s degree required; advanced degree in business, engineering, or related field preferred.

Energy Exemplar is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applications from people of all backgrounds, experiences, identities, and abilities. Please let us know if you require accommodations at any stage of the recruitment process—were here to support you in showcasing your full potential.

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