Specialist, Customer Success

Partner with leading utilities to accelerate digital transformation, enhance operational success, and deliver measurable business value through advanced grid software solutions.

About the role

As a Customer Success Manager (CSM), you will manage high-touch, strategic existing customer accounts, acting as the main point of contact to ensure successful onboarding, drive product adoption, and foster long-term relationships. You will work closely with top management, middle managers, and cross-functional teams to align customer success with their business goals.

Responsibilities

• Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement.
• Build and maintain strong, long-term relationships with top management and middle managers in customer organizations.
• Understand power maps and decision-making processes within customer organizations.
• Align customer strategy with DG solutions (SCADA, ADMS, DERMS, GIS) to help achieve their business goals.
• Develop and implement customized onboarding plans tailored to individual customer needs.
• Create and manage customer success plans that align with the customer’s business goals and desired outcomes.
• Prepare both standard and custom documentation to support onboarding and ongoing engagement.
• Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice.
• Collaborate closely with the Operations team for seamless handoffs in the last phase of project delivery.
• Work with the Sales team for seamless handoffs and cooperative customer management.
• Organize quarterly business reviews (QBRs) and participate in annual SteerCo meetings to discuss performance, progress, and future goals.
• Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies.
• Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences.
• Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements.
• Prepare and deliver QBRs for high-touch customers, focusing on performance metrics, business value, and strategic alignment.
• Generate custom pricing proposals when necessary and assist in contract renewals.
• Work intensively with Sales and Support teams to ensure a coordinated approach to customer management.
• Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually.
• Engage customers in advocacy programs, helping them present their success stories at user conferences and industry events.
• Lead webinars with product owners and advocates to showcase customer successes and product enhancements.
• Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services.
• Coordinate with partners if engaged in project delivery and/or L1 support.
• Maximize the return on investment from software and services.
• Continuously improve service based on customer feedback and industry trends.
• Build long-term, collaborative relationships with a team dedicated to customer success.
• Participate in the tendering process for new high-touch customers by providing answers to customer requests, joining tendering calls, and collaborating with Tendering, Sales, and Support teams.

Requirements

• Bachelor’s or Master’s degree in Power Engineering or a related field.
• Proven experience in a customer-facing role within the software industry, with a focus on customer success, stakeholder management, account management, or similar functions.
• Good understanding of Power Distribution Utilities' business, processes, and regulatory compliance principles (significant advantage).
• Understanding of ADMS/OMS/GIS software and its integration within the utility landscape.
• Strong grasp of software products for utilities and the ability to communicate technical concepts effectively to non-technical stakeholders.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to thrive in a fast-paced, dynamic environment and drive initiatives independently.
• Familiarity with customer success platforms and tools (a plus).
• Willingness to travel up to 10% internationally yearly.
• Professional proficiency in both written and spoken English (mandatory). German, Spanish, and French are a plus.

Pay

For this U.S.-based position, the expected pay range is USD 101,600 - USD 152,400 per year. This range includes base pay and short-term incentives. Individual pay is determined by performance, knowledge, job-related skills, experience, and relevant education or training.

Benefits

• Comprehensive health benefits: medical (with member reward points), dental, vision, and basic life insurance.
• Benefit Bucks and flexible work arrangements.
• Paid family leave and well-being programs.
• 12 holidays per year and 15 days of paid time off annually.
• Competitive base salary and incentives.
• Company share ownership and 401(k) with match.
• Performance discussions and global career opportunities via the Schneider Career Hub.
• Access to learning platforms like Coursera.
• Inclusive workplace culture with recognition programs and employee voice initiatives.
• Volunteer leave and support for community engagement through the Schneider Electric Foundation.
• Youth education initiatives and military leave benefits.