Senior Customer Success Manager

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.

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.

• 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.
• Represent Energy Exemplar as a thought leader in the Middle East energy sector.
• Proactively identify expansion opportunities through upsell and cross-sell initiatives to maximize customer lifetime value.
• Act as the key conduit between customers and Energy Exemplar’s Product teams.
• Partner closely with customers to understand their evolving priorities and ensure Energy Exemplar’s solutions deliver strategic value.
• Ensure customer onboarding, adoption, and expansion are delivered to the highest standard, leveraging consistent frameworks across markets.
• Deliver actionable feedback on market trends, regulatory developments, and customer requirements, shaping product innovation and roadmap priorities.
• Achieve industry-leading retention rates while securing multiple customer testimonials and reference partnerships annually.
• Drive measurable business outcomes by managing a regional portfolio representing $130M ARR.
• 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.
• Attend and present at regional conferences, government forums, and industry events to expand networks and identify emerging opportunities.
• Ensure renewal targets are consistently achieved or exceeded.
• Take full ownership of all accounts in the region to ensure long-term retention, growth, and advocacy.
• Maintain robust account management systems, driving insights through structured reporting and data analysis to executive leadership.

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.

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

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.