Customer Success Manager

Role Purpose

The Customer Success Manager is responsible for building and growing customer relationships across the Energy One software portfolio, ensuring clients realise value from our solutions, renewing their contracts, and identifying opportunities to expand their services with Energy One. As a commercial and relationship lead, the role is focused on delivering an excellent client experience, driving retention, and supporting long-term account growth.
The Customer Success Manager works closely with Delivery, Product, Support, and Development teams to ensure a seamless customer journey from onboarding to renewal, while also managing escalations, supporting customer needs, and maintaining accurate client documentation.

Key Responsibilities

1. Customer Success and Value Realisation

• Own the end-to-end customer Journey, from onboarding through to renewal and expansion.
• Develop and deliver customer success plans aligned to customer business objectives.
• Monitor customer health and proactively manage risks to retention, satisfaction, and service performance.
• Conduct regular business reviews and account planning sessions to assess progress, identify risks, and support long-term success.

2. Commercial Ownership and Growth

• Take ownership of contract renewals, retention, and revenue growth across assigned accounts.
• Identify, develop, and convert upsell and cross-sell opportunities.
• Lead commercial discussions, including pricing, scope changes, and contract-related negotiations.
• Maintain accurate account plans and revenue forecasts.
• Strengthen Energy One’s position as a trusted, long-term strategic partner.

3. Strategic Relationship Management

• Build and maintain strong, credible relationships with customer stakeholders, upto executive-level contacts.
• Act as the primary point of accountability for overall customer satisfaction and strategic account development.
• Provide informed guidance to customers based on industry knowledge, business needs, and best practice.
• Represent the voice of the customer internally to help shape product, service, and delivery priorities.

4. Cross-Functional Leadership and Delivery Alignment

• Work closely with Sales, Delivery, Product, Support, and Development teams to ensure successful customer outcomes.
• Ensure customer priorities, risks, and requirements are clearly communicated and understood internally.
• Oversee key milestones, including onboarding and major service developments, to support a seamless customer experience.
• Manage escalations effectively, ensuring issues are addressed promptly and appropriately.

5. Market and Domain Expertise

• Develop and maintain a strong understanding of customer operations, with particular relevance to energy trading, risk, and market processes.
• Apply market and domain knowledge to position Energy One’s solutions effectively and deliver relevant customer guidance.
• Support customers in responding to market, regulatory, and operational change.

Key Success Measures

• Customer retention and renewal performance
• Revenue growth through account expansion, upsell, and cross-sell
• Customer satisfaction and engagement
• Adoption and effective use of Energy One solutions
• Quality and accuracy of account plans and revenue forecast

Requirements

• Required proven experience in Customer Success (or similar role), in the energy market, with an understanding of trading systems, market processes, and regulatory environments.
• Ability to work autonomously with minimal supervision. 
• Highly responsible and reliable in delivering outcomes. 
• Proven experience in client engagement and relationship building. 
• Fluent in English, with excellent communication skills. 
• Expertise in upselling techniques and customer retention strategies. 
• Skilled in onboarding processes and delivering software demo training. 
• Strong presentation skills. 

Why Work for Energy One?

• Be part of a growing global business with an exciting outlook 
• Pension with Aviva: Energy One contributes 8%, with employees having the option to make their own contributions
• 25 days annual leave (pro-rata to start date)
• You Day – an additional day of wellness leave
• Employee Share Scheme: After one year of service, employees receive AUD 1,000 worth of Energy One shares annually
• Life Assurance (AIG) – 4x salary
• Private Medical Insurance with AXA (employee only), with the option to add dependents at additional cost
• Cash Plan
• Cycle to Work Scheme (Salary Sacrifice)
• EV Car Scheme (Salary Sacrifice)
• Employee Assistance Programme
• Hybrid working – currently most employees attend the office 2-3 days per week