VP Customer Success

About the Role

The Vice President, Customer Success – EMEA 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 organisation with a clear mandate to maximise 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 realise 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.

Key Responsibilities include:

• Revenue Growth: Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximise the value of their software investments across EMEA.

• Customer Insights: Gather customer feedback, analyse data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams.

• Leadership: Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across EMEA.

• Customer Journey Mapping: Collaborate with internal teams to define, standardise, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets.

• Segmentation Strategies: Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement.

• Playbooks & Processes: Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures.

• Retention Focus: Develop and execute a comprehensive customer retention strategy, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA.

• Success Metrics: Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement.

• Cross-functional Collaboration & Escalations: Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management.

• Value Creation: Identify opportunities to increase customer value, engagement, and “share of wallet” across the EMEA customer base.

• Onboarding Excellence: Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.

Candidate Requirements & Qualifications

• BS/BA degree in Business Management, Strategy, Economics, Communications, Electrical Engineering, or equivalent
• 10+ years’ experience working within a fast-growing SaaS business
• Experience leveraging AI and automation tools to drive retention, expansion, and operational efficiency across the Customer Success organization

• 5+ years’ experience leading a Customer Success function within the energy industry

• Proven track record in sales, account management, or business development across EMEA

• 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