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

The Customer Success Manager (CSM) 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 in customer organizations.
• Align customer strategy with DG solutions (SCADA, ADMS, DERMS, GIS) to help reach 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.
• Collaborate 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.
• Participate in the tendering process for new high-touch customers by providing answers to 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 understanding 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 is a plus.
• Willingness to travel up to 10% internationally yearly.
• Professional proficiency in both written and spoken English is 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

• Medical, dental, and vision insurance with member reward points.
• Basic life insurance.
• Benefit Bucks for additional perks.
• Flexible work arrangements.
• Paid family leave.
• Well-being programs.
• 12 holidays per year and 15 days of paid time off annually.
• Company share ownership and 401(k) with match.
• Performance discussions and global career opportunities.
• Access to learning platforms like Coursera and the Schneider Career Hub.
• Inclusive workplace with collaboration and recognition programs.
• Volunteer leave and community support programs through the Schneider Electric Foundation.
• Youth education initiatives and military leave benefits.