Senior Customer Success Manager Africa

The role

The Senior Customer Success Manager will manage and grow a portfolio of existing customer relationships across Africa. This person will drive customer retention, product adoption, and revenue growth through renewals, price increases, upsell, and cross-sell opportunities.

What you will do

• Build and maintain strong 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 to adopt and realise value from Energy Exemplar products.
• Proactively 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 in collaboration with Sales.
• Achieve agreed targets for face-to-face customer visits and customer testimonials.
• Maintain regular, proactive contact with customers to ensure a consistently 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.

Required qualifications

• 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.

About the company

Energy Exemplar's mission is Empowering Transformative Energy Decisions. Founded in 1999 in Adelaide, Australia, the company provides a software portfolio including PLEXOS, Aurora, and Adapt2.