Senior Customer Success Manager

Senior Customer Success Manager

Location: Madrid

Employment Type: Full-time

Workplace Type: Hybrid

Reports To: Head of Customer Success

About Pexapark

Pexapark is the price intelligence platform for clean energy. Covering solar, wind, and battery storage across more than 20 countries, Pexapark helps clean energy buyers, sellers, and investors navigate increasingly complex power markets with confidence. To do this, the company combines market-based insights and pricing solutions with expert-led transaction facilitation.

Unlike fundamental assumptions or infrequent RFPs, Pexapark is powered by real market data sourced on an ongoing basis from more than a hundred counterparties. This enables Pexapark to provide a market consensus view on otherwise non-transparent contracts. As a result, both new entrants and experienced players trust Pexapark to connect the dots across every stage of clean energy commercialization – from pre-transaction analysis, to price negotiation, to post-transaction performance and exposure management.

Founded in 2017 by power traders, Pexapark has facilitated over 40,000 megawatts of transactions and currently serves more than 250 customers across Europe and the US.

The Role

The Customer Success team manages approximately 240 accounts. As the team grows, we need experienced CSMs who can carry our most complex, multi-product accounts to the highest standard, independently and with consistently strong commercial judgment.

The Senior CSM role exists for someone who has moved well beyond day-to-day account management. You will own a focused portfolio of strategically important customers, build trusted advisor relationships at director level and above, and run the full customer lifecycle, from onboarding to adoption and renewal readiness, without needing day-to-day direction. Working alongside the commercial Account Manager as the partner for expansion and renewal opportunities.

This role is ideal for an experienced CSM who wants to deepen their impact through their own accounts, set the standard for what good looks like, and informally mentor newer team members, rather than take on formal people-management responsibility. It is the natural next step for a CSM ready to operate at a more strategic, higher-stakes level.

What You Will Do

Strategic Customer Success management

• Carry a portfolio of strategically important, multi-feature accounts, delivering structured, high-touch engagement
• Build trusted advisor relationships with senior stakeholders, including Heads of Trading, Heads of Risk, and Director-level contacts, across your accounts
• Lead QBRs and strategic success plans independently, tying customer goals to Pexapark use cases and driving clear outcomes
• Proactively surface upsell and expansion signals to the Account Manager, providing structured account intelligence, including health scores, stakeholder maps, and commercial context, to support effective renewal and growth conversations
• Identify and mitigate retention risks early, executing mitigation plans independently and escalating only where senior judgment is genuinely needed

Platform expertise and problem solving

• Convincingly explain the “what” and “why” of all platform features, tying usage directly to each customer’s business pains
• Make compelling, data-backed recommendations up to senior-management level
• Act as a go-to resource for best practice on complex, multi-product use cases

Team contribution and mentorship

• Informally mentor one to two newer CSMs, sharing best practice on account strategy, stakeholder management, and platform positioning
• Contribute to team playbooks, templates, and best-practice resources that raise the quality floor for the whole team
• Act as a subject-matter expert within the team, helping define what strong CSM practice looks like at Pexapark

Operational rigor

• Own the accuracy and completeness of account data in Salesforce and Vitally for your portfolio
• Contribute account-level input to weekly and monthly CS reporting packs
• Flag process gaps and suggest practical improvements as the team scales

What You Will Bring

• 5–8 years of experience in customer success or account management, with a track record of managing complex, multi-stakeholder accounts
• Proven ability to build trusted advisor relationships at director level and above
• Fluent in German (written and spoken), able to operate confidently with native speakers
• Strong commercial instincts: you understand CLV, churn risk, and expansion potential, and you know how to act on them
• Excellent written and verbal communication skills: you communicate with intent, precision, and confidence
• A track record of leading QBRs and strategic reviews independently, with little need for manager involvement
• Experience informally guiding or supporting newer CSMs, even without formal management responsibility
• Highly organized, with the ability to manage a complex portfolio without dropping the ball on any account
• Proficient in Salesforce, Vitally, or equivalent CRM and customer success platforms
• Comfortable working with data to drive decisions and build a compelling commercial narrative
• Experience in SaaS or B2B environments (required); familiarity with energy markets or clean energy is a plus
• A good sense of humor

We Offer

• The opportunity to influence major decisions in the energy sector, supporting the transition to net zero
• A highly flexible environment with hybrid working options
• Options for equity participation in our company
• Company-wide events, including PEXA parties
• A scale-up culture made up of an internationally diverse team of renewable energy experts and seasoned professionals
• A company bonus scheme or company incentive plan