Customer Success Manager

Customer Success Manager

Eaton's Digital Office is seeking a Customer Success Manager to support our expanding portfolio of Brightlayer software solutions. This role will orchestrate the post-sale customer journey, helping customers realize measurable value from Brightlayer solutions while driving adoption, retention, renewal readiness, and expansion opportunities.

Because the Brightlayer customer success capability is still in an early stage of maturity, this is not a purely run-the-playbook CSM role. The successful candidate will be expected to manage customer relationships while also helping build the operating model: scalable lifecycle motions, renewal-readiness practices, account health reporting, Voice of Customer loops, playbooks, and technology-enabled engagement approaches.

The ideal candidate is a senior, data-driven customer success professional who combines trusted-advisor customer skills with operational rigor, commercial awareness, comfort with AI-enabled tools, and the ability to influence across a matrixed organization. This person should be equally comfortable engaging directly with customers, partnering with Sales and Product, and helping define how Brightlayer customer success should scale over time.

Key Responsibilities:

Customer Adoption and Value Realization

• Facilitate the post-sale customer journey across onboarding, training, adoption, value realization, renewal readiness, and expansion support.
• Develop customer success plans that align Brightlayer capabilities to customer objectives, expected outcomes, stakeholders, and adoption milestones.
• Drive adoption through proactive customer engagement, use case reviews, release awareness, business check-ins, and practical guidance on relevant Brightlayer functionality.

Retention, Renewal Readiness, and Growth

• Monitor customer health across adoption, engagement, satisfaction, support trends, renewal timing, stakeholder alignment, and relationship quality.
• Develop renewal-readiness plans with Sales and Commercial Operations to support retention, reduce churn risk, and improve forecast predictability.
• Identify customer success risks and expansion opportunities early, then coordinate cross-functional action plans to protect outcomes and support growth.

Tech-Touch, Digital Engagement, and AI-Enabled Scale

• Help define tech-touch, digital-touch, automated, and AI-assisted engagement models that scale customer success beyond high-touch coverage.
• Contribute to the evaluation, implementation, and optimization of a customer success platform and supporting digital workflows.
• Use AI-enabled capabilities responsibly to improve customer insights, account prioritization, health scoring, renewal risk detection, communications, and repeatable CS workflows.

Customer Insights and Voice of Customer

• Capture customer feedback, business needs, product gaps, and emerging market requirements to serve as an internal advocate for Brightlayer customers.
• Share actionable Voice of Customer insights with Product, Offer Management, Support, Services, Sales, and Commercial Operations to inform roadmap, service, and customer experience improvements.

Operations, Analytics, and Process Excellence

• Track customer success metrics, including adoption, renewal rate, churn risk, customer health, engagement, satisfaction, and value realization.
• Use CRM, customer success tools, dashboards, and analytics to prioritize accounts, identify risks, and inform business recommendations.
• Support the development of customer success processes, playbooks, reporting standards, health-scoring approaches, and operating rhythms.
• Provide regular reporting and insights to leadership on customer health, adoption trends, renewal readiness, and customer success performance.

Cross-Functional Collaboration

• Collaborate with Product, Solutions Architects, Professional Services, Customer Support, Offer Management, Commercial Operations, and Sales to coordinate customer outcomes.
• Ensure customer expectations, requirements, and deliverables are clearly understood across internal teams.
• Influence cross-functional stakeholders to remove barriers, accelerate customer outcomes, and improve the overall Brightlayer customer experience.

Qualifications:

Basic Qualifications:

• Bachelor's degree from an accredited institution.
• Minimum 5 years of experience in customer success, account management, commercial operations, customer operations, SaaS, product, or technology-driven customer-facing roles.
• Minimum 5 years of experience working in a B2B software, services, technology, or digital solutions environment.
• Minimum 5 years of experience with customer relationship management systems or customer success tools.
• No relocation is offered for this role.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position.

Preferred Qualifications:

• Bachelor's or Master's degree in Business, Engineering, Computer Science, Information Systems, or a related field.
• Experience in Enterprise SaaS, industrial software, energy management, power management, electrical infrastructure, digital transformation, or connected solutions.
• Experience developing customer success processes, playbooks, health scoring models, lifecycle motions, operating rhythms, or reporting frameworks.
• Experience building or supporting tech-touch, low-touch, pooled, or digitally scaled customer success models.
• Experience implementing, administering, or optimizing customer success platforms, including use of automation, journey orchestration, AI-assisted account intelligence, or predictive customer health capabilities.
• Experience supporting both subscription and perpetual software / support monetization models.
• Strong presentation, facilitation, negotiation, and executive communication skills.
• Demonstrated ability to analyze complex problems, resolve issues, and make sound decisions with limited structure.
• Experience partnering with Sales on renewals, expansion opportunities, account planning, or commercial strategy.
• Demonstrated ability to drive customer adoption, retention, renewal readiness, and measurable customer outcomes.
• Strong customer-facing communication skills, with the ability to engage and influence stakeholders across multiple levels, including business leaders, technical teams, and executive sponsors.
• AI fluency and practical adoption mindset, demonstrated by active use of AI-enabled tools to improve day-to-day productivity, analysis, communication, prioritization, or customer-facing work, with sound judgment around responsible use.
• Demonstrated ability to use data, metrics, dashboards, and customer insights to assess account health, prioritize actions, and make business recommendations.
• Strong cross-functional collaboration skills and ability to influence without direct authority in a matrixed organization.
• Ability to learn and articulate complex digital products, technical capabilities, and customer use cases.

Skills:

Core Competencies:

• Customer-Centric Orientation Demonstrates a genuine commitment to customer outcomes and understands how to balance customer needs with Eaton's business objectives.
• Commercial Acumen Understands how adoption, value realization, renewal readiness, retention, and expansion contribute to long-term revenue performance.
• Operational Excellence Highly organized and metrics-driven, with the ability to synthesize data, identify the key insight, communicate a simple story, and build repeatable processes that translate analysis into action.
• AI and Digital Fluency Comfortable experimenting with AI-enabled tools, automation, and customer success platforms to improve scale, insight quality, and operating efficiency while applying sound judgment and appropriate governance.
• Strategic Thinking and Influence Able to connect customer objectives to business value, influence cross-functional teams, and drive alignment in a matrixed organization.
• Learning Agility Quickly develops fluency in complex products, technologies, customer use cases, evolving business models, and emerging CS practices.
• Problem Solving and Resilience Able to navigate ambiguity, identify root causes, resolve issues creatively, and maintain momentum in a developing customer success environment.