Strategic Customer Success Manager - Energy & Quantitative Analytics

Summary

Zema Global Data Corporation empowers organizations across energy, commodity, and financial markets to simplify complexity, reduce risk, and make faster, more confident decisions. The Strategic Customer Success Manager will act as a strategic partner to cQuant customers by driving adoption, retention, value realization, and expansion of the energy-market analytics platform. The role involves building customer relationships, supporting onboarding and enablement, monitoring customer health, and collaborating with internal teams to address customer needs.

Responsibilities

• Collaborate with customers to establish strategic success roadmaps for cQuant adoption, including 3-month, 6-month, and 1-year plans
• Identify upsell, expansion, and cross-sell opportunities, partnering with the appropriate commercial teams and ensuring new products or services are successfully integrated into the customer relationship post-contract
• Monitor and promote best practices for using cQuant products and services to increase adoption and customer value
• Support retention and annual renewal activities in partnership with the Relationship Manager, proactively identifying risks and implementing strategies to prevent dissatisfaction or contract termination
• Establish a regular cadence of customer success, adoption, and value-review meetings to assess progress against customer objectives and identify opportunities to increase value from cQuant
• Serve as a primary point of contact and trusted advisor for assigned customers, supporting both strategic conversations and escalated customer issues
• Build strong relationships with customer stakeholders to understand their business objectives, energy-market use cases, and evolving needs, and align cQuant capabilities accordingly
• Partner with the Customer Delivery team throughout onboarding, from implementation through live operation and continued expansion, maintaining regular engagement to support overall account success
• Provide occasional cQuant training and enablement to strengthen user understanding and product adoption
• Document customer use cases, success roadmaps, stakeholder maps, and other key account information to support effective customer management and continuity
• Coordinate and communicate critical updates on platform functionality that may impact customer workflows
• Use Salesforce/Service Cloud, internal usage dashboards, CSM playbooks, and other customer-success tools to assess engagement and usage trends, monitor customer health, identify potential risks, and uncover opportunities for greater adoption or expansion
• Coordinate and monitor escalated customer concerns with the appropriate internal teams, ensuring issues are progressed effectively and resolutions align with customer expectations, without owning routine support-ticket resolution
• Act as the voice of the customer within Zema Global, collaborating across Analytics, Product, Sales, Support, and other teams to address customer needs, share insights, improve the customer experience, and contribute to continuous improvement of products and services
• Maintain accurate and up-to-date customer records, interactions, use cases, and relevant account information in Salesforce CRM and other customer-success tools

Skills

• Essential Bachelor's or master's degree in economics, mathematics, statistics, engineering, physics, finance, business, technology, or a related discipline, or equivalent relevant professional experience
• 2-5 years of experience in a customer-facing role within the energy sector, such as customer success, consulting, analytics, commercial support, account management, or technical support
• Working knowledge of wholesale energy markets and relevant customer use cases
• Experience may include power markets, renewable or thermal generation, battery storage, energy finance, risk management, portfolio analysis, or deal structuring
• Ability to understand analytical or technical concepts and translate them into clear business value for customers
• Evidence of building trusted customer relationships and conducting strategic conversations about customer objectives, adoption, or business outcomes
• Commercial awareness and confidence discussing retention, renewal, expansion, cross-sell, or upsell opportunities
• Ability to collaborate across Analytics, Product, Sales, and other internal teams to resolve complex customer needs and represent the voice of the customer
• Please submit your English CV in PDF format
• Preference is given to candidates who can work in Denver, Colorado, Texas
• However, we are also open to candidates based in Illinois, Arizona, Florida, Michigan, New Hampshire, Oklahoma, Tennessee, Utah, Wyoming, Massachusetts
• Experience with an energy analytics, modelling, forecasting, risk, or portfolio-management platform
• Previous experience in energy-market consulting, customer success, analytics, or a customer-facing analyst role
• Experience using CRM or customer success platforms; Salesforce experience is beneficial but not required
• Experience using customer engagement or product-usage data to assess customer health, adoption, or expansion opportunities
• Familiarity with quantitative modelling, dashboards, business intelligence, or Python
• Experience working in a growing, changing, or cross-functional technology organisation

Qualifications

Must Haves

• Essential Bachelor's or master's degree in economics, mathematics, statistics, engineering, physics, finance, business, technology, or a related discipline, or equivalent relevant professional experience
• 2-5 years of experience in a customer-facing role within the energy sector, such as customer success, consulting, analytics, commercial support, account management, or technical support
• Working knowledge of wholesale energy markets and relevant customer use cases
• Experience may include power markets, renewable or thermal generation, battery storage, energy finance, risk management, portfolio analysis, or deal structuring
• Ability to understand analytical or technical concepts and translate them into clear business value for customers
• Evidence of building trusted customer relationships and conducting strategic conversations about customer objectives, adoption, or business outcomes
• Commercial awareness and confidence discussing retention, renewal, expansion, cross-sell, or upsell opportunities
• Ability to collaborate across Analytics, Product, Sales, and other internal teams to resolve complex customer needs and represent the voice of the customer
• Please submit your English CV in PDF format

Nice to Haves

• Preference is given to candidates who can work in Denver, Colorado, Texas
• However, we are also open to candidates based in Illinois, Arizona, Florida, Michigan, New Hampshire, Oklahoma, Tennessee, Utah, Wyoming, Massachusetts
• Experience with an energy analytics, modelling, forecasting, risk, or portfolio-management platform
• Previous experience in energy-market consulting, customer success, analytics, or a customer-facing analyst role
• Experience using CRM or customer success platforms; Salesforce experience is beneficial but not required
• Experience using customer engagement or product-usage data to assess customer health, adoption, or expansion opportunities
• Familiarity with quantitative modelling, dashboards, business intelligence, or Python
• Experience working in a growing, changing, or cross-functional technology organisation

Benefits

• Remote work model
• Career growth and career progression in a fast-growing global organization
• Opportunities to work with cutting-edge software, advanced analytics, and complex data
• Collaboration with talented colleagues and industry experts across North America, Europe, and Asia
• Meaningful ownership of work and the opportunity to influence strategic initiatives and make a measurable impact
• A collaborative culture built on trust and respect