• Ensure customer success by driving full value realization of the Segment platform. • Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy. • Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing. • Cultivate strong relationships with technical and business teams to drive engagement. • Identify and expand opportunities to deepen customer engagement and account growth. • Collaborate with internal teams to optimize implementations and resolve complex technical challenges. • Build and nurture new stakeholder relationships to unlock expansion opportunities. • Partner with Sales on account renewals and expansion strategies. • Analyze your portfolio to prioritize high-impact risks and opportunities. • Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts. • Become a Segment platform expert while staying current with industry trends in data and analytics. • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.

• 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. • Gather customer feedback, analyse 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 EMEA. • Collaborate with internal teams to define, standardise, 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, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA. • 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 EMEA customer base. • Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.

• Lead client onboarding and training sessions to ensure a smooth implementation and strong adoption of the platform. • Act as the main point of contact for clients, providing technical guidance, troubleshooting support, and tailored recommendations. • Build and maintain strong relationships with stakeholders by understanding their business goals and challenges. • Manage client-facing projects, coordinating cross-functional teams to ensure timely delivery and an excellent customer experience. • Partner with Sales teams to support renewals, identify upsell and cross-sell opportunities, and contribute to revenue growth. • Advocate for customer needs internally by collaborating with Product, Engineering, and Sales teams to improve the client experience. • Proactively engage with clients to maximize product usage, satisfaction, and long-term success. • Monitor customer performance metrics, prepare reports, and share insights, success stories, and case studies to demonstrate business impact.

• You are the primary point of contact across the entire customer lifecycle, from onboarding and ongoing requests to contract termination • Independently handle and document tickets • Coordinate the necessary internal steps and ensure customer issues are resolved efficiently • Identify patterns in day-to-day support and help us develop scalable solutions