Customer Success Manager

Description The Customer Success Manager and Team Lead role is a unique opportunity to do what you love as a CSM while also operating in a leadership capacity. This role requires a blend of customer-focused expertise, leadership skills, and the ability to drive both individual and team success. This is a great opportunity for someone who has lead small CSM teams or has strong experience leading CS initiatives and transformations as an individual contributor. This role reports to the Customer Success and Business Enablement Leader. Responsibilities include, but are not limited to: As a CSM The Customer Success Manager is the go-to trusted advisor and greatest advocate for our recurring services customers. The CSM is responsible for ensuring their customers are successfully adopting, expanding, renewing, and realizing maximum value from their portfolio of Schneider Electric products, software, and services. Build strong relationships with multiple stakeholders at customer site, understanding each stakeholders priorities and level of influence. Develop meaningful customer success plans and subsequent action plans, ensuring we are on track to help our customer achieve their desired outcomes. Work closely with our direct and indirect North America sales force, project management teams, service bureaus, and others to manage customer relationships and satisfaction. Attend (with internal technical experts) consultative reviews of analytical reports regarding your customer Power Management system, Electrical Distribution systems, and/or UPS fleet. Actively identify opportunities to expand your customers partnership with Schneider Electric Provide guidance, action items, and relay the voice of customer to internal teams, holding those stakeholders accountable for any tasks assigned. Monitor the customers experience with our services to ensure the highest level of satisfaction and ROI. Navigate internal systems and teams to ensure timely escalation and resolution of any customer issues. Identify & mitigate churn risk for each customer and proactively evade dissatisfaction or lost business, ultimately driving customer retention. Develop strategic renewal plans incorporating solutions to customers challenges and goals Must demonstrate ability to work on multiple tasks at any given time, prioritize work, and meet deliverables and deadlines. Must demonstrate ability to work cross-functionally and cross-domain As the CSM Team Lead Manage the day-to-day activities of the team. Annual Objective Setting and Performance Reviews Motivating the team to achieve organizational goals. Developing and implementing timelines to achieve targets. Empowering team members with skills to improve their confidence, product knowledge, and communication skills. Provide coaching and development for employees Managing Daily Staffing and Account Coverage (PTO, Training. Etc.) Manage metrics and address performance concerns in a timely manner Identify best practices and drive adoption across team Supervise activities and facilitate smooth workflow Give training and mentorship to team members to make them better on the job Strategist - Responsible for deciding how to approach tasks and develop a plan to accomplish them Lead change management activities within the team Assist with headcount planning and forecasting of workloads Qualifications Bachelor’s degree in business, computer science, or engineering (or equivalent experience) Experience working in the field of customer success (or field with highly transferrable skills) Positive attitude, enthusiastic, self-motivated, and customer-focused People-person and team player, enjoying the cross-functional interaction required for this position Strategic mindset. Excellent communication and presentation skills. Confidence and skillful at negotiation. Strong organizational skills to give the team direction. Adept decision-making skills Comfortable holding others accountable Comfortable working in a fast-paced, dynamic, transformative environment Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers, account managers, sales personnel Experience with CRM systems, Salesforce and Totango, Gainsight, or ChurnZero Ability to occasionally travel to various customer sites in North America and worldwide Desired but not required Understanding of Power Quality products Knowledge of Power Management and Electrical Distribution Experience with Electrical Power Monitoring and Control Systems and products Power and/or electrical systems knowledge Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work. Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker. For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric is there when it matters most to you Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team: Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year. Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match. Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera. Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace. Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits. If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. #J-18808-Ljbffr