Customer Success Manager

EAE Success Manager

The EAE Success Manager ensures the successful execution and adoption of EcoStruxure Automation Expert opportunities and customer projects within the United States. The role provides end-to-end visibility across the local portfolio, coordinates the right level of engagement, and connects local teams with global Success Management and technical experts. The person monitors opportunity and project health, leads EAE governance activities, anticipates risks and support needs, and drives stakeholder alignment from early qualification through delivery and customer follow-up. The role also maintains accurate project data, supports capacity planning, captures customer feedback, and promotes consistent use of EAE standards and best practices. By combining project governance, stakeholder management, technical understanding, and customer focus, the Success Manager helps improve delivery outcomes, strengthen product adoption, and turn project experience into actionable insights for continuous improvement.

What You'll Do

Manage Opportunities & Project Engagement Track EAE opportunities and customer projects, including engagement level, milestones, deliverables, risks, support needs, and follow-up actions. Adapt the level of oversight and support based on project complexity, criticality, business impact, and local team capabilities. Coordinate the appropriate local and global resources, including business teams, R&D, technical experts, and delivery stakeholders. Contribute to CoE capacity planning and resource assignment based on the active project portfolio.

Lead Governance & Project Reviews Lead and coordinate local ID Card, Opportunity Delivery Criteria, and Engagement Mode Criteria activities with the Local CoE, Global CoE, and EAE+ teams. Organize regular opportunity and project reviews, prepare status reports, document decisions, and track actions to completion. Support project governance and approval processes by providing clear information on scope, architecture, readiness, risks, and required support. Maintain alignment with global Success Management standards, practices, and operating cadences.

Monitor Project Health & Manage Risks Monitor project health across the portfolio and proactively identify technical, organizational, delivery, or adoption risks. Work with technical experts to assess new projects, identify feature gaps, and define risk-mitigation or escalation plans. Anticipate support needs and coordinate timely intervention to protect project execution and customer outcomes. Provide stakeholders with clear visibility on project status, critical issues, decisions, and improvement plans.

Manage Stakeholders & Customer Success Build strong working relationships with local project teams, sales leaders, business teams, customers, and global organizations. Act as a key local interface for EAE project topics, including escalations, support coordination, and feature prioritization. Support customer and project-team engagements to reinforce EAE adoption, best practices, and successful execution. Gather customer feedback, lessons learned, and business needs to improve support practices and inform product evolution.

Maintain Data, Assets & Reporting Ensure opportunity, project, ecosystem, and asset information remains accurate, complete, validated, and up to date in internal systems. Manage data collection, validation, dashboards, meeting minutes, action logs, and recurring communications for Success Management activities. Conduct pipeline and portfolio reviews with key stakeholders and report progress, risks, priorities, and required decisions. Use data and performance indicators to identify trends and support continuous improvement.

Promote Best Practices & Continuous Improvement Promote the EAE vision, core principles, governance requirements, and recommended practices across local teams. Encourage knowledge sharing and consistent execution across technical, commercial, delivery, and regional stakeholders. Identify opportunities to improve team organization, processes, collaboration, communication, and operational efficiency. Share project insights and market needs with global teams to support the EAE roadmap and broader business growth.

Experience

Proven experience in success management, project management, program coordination, or a related role, preferably in a global or centralized environment. Experience managing multiple opportunities or projects, coordinating cross-functional teams, and supporting customer-facing activities. Strong background in industrial automation and control systems, such as PLC, SCADA, DCS, or HMI, with an understanding of software-centric solutions. Experience with EcoStruxure Automation Expert, IEC 61499, or similar open automation platforms is an advantage.

Project, Data & Communication Skills

Strong project governance, stakeholder management, risk management, organization, and follow-up skills. Ability to analyze technical and business information, maintain strategic oversight, and communicate clear priorities and decisions. Experience with internal business tools, asset administration, databases, dashboards, and reporting platforms such as Power BI or Tableau. Excellent written, presentation, and interpersonal communication skills, including the ability to engage executive-level audiences. Fluent English, both written and spoken.

Mindset

Customer-focused and proactive, with a strong commitment to successful project outcomes and product adoption. Detail-oriented and rigorous while maintaining a broad view across multiple teams and projects. Collaborative, agile, and comfortable working across technical, commercial, local, and global organizations. Quick learner with sound judgment, flexibility, and the ability to anticipate needs in a dynamic environment.

Education

Bachelor's or Master's degree in Engineering, Business, Project Management, or a related field. An MBA is a strong advantage.