Customer Success Manager (High Tech) - GIS Professional

Join us as a Customer Success Manager at Schneider Electric, where you will partner with leading utilities to accelerate digital transformation, enhance operational success, and deliver measurable business value through advanced grid software solutions. The Customer Success Manager (CSM) will be responsible for managing high-touch, strategic existing customer accounts. The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption (Trusted Advisor), and fostering long-term relationships. The CSM will work closely with top management, middle managers, and cross‑functional teams to ensure the customer’s success and alignment with their business goals. What are your key 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 organisations. Understand power maps and decision‑making processes in the customer organisation. Understand customer strategy and how DG solutions (SCADA, ADMS, DERMS, GIS) can help in reaching these goals. Develop and implement customised 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 closely with the Sales team for seamless handoffs and cooperative customer management. Organise quarterly business reviews (QBRs) and take part 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 programmes, 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 quarterly business reviews (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 three internal and one external story per customer annually. Engage customers in advocacy programmes, helping them to present their success stories at user conferences and other industry events. Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to customers. Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services. Coordinate with partner, if partner is engaged in project delivery and/or L1 support. Maximise the return on investment from our software and services. Continuous service improvement based on customer feedback and industry trends. Build a long‑term, collaborative relationship with our team dedicated to their success. Participate in the tendering process during acquisition of new high‑touch customers, by providing answers to customers’ requests, participating in tendering calls, and closely collaborating with Tendering, Sales and Support during the whole process. Qualifications: Education: Bachelor’s or Master’s degree in Power Engineering or a related field. Proven experience in a customer‑facing role within the software industry, focusing on customer success, stakeholder management, account management, or similar functions. Good understanding of power distribution utilities’ business, their processes and regulatory compliance principles is a 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. Support up to 10% international travel yearly. Professional proficiency in both written and spoken English is mandatory. German, Spanish and French are also a plus. 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 range includes base pay and short‑term incentives. 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 programmes, 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 programmes 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, programmes with the Schneider Electric Foundation, youth education initiatives, and military leave benefits. 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, colour, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status or any other legally protected characteristic or conduct. #J-18808-Ljbffr