Customer Success Manager

Job Description Summary

As a Customer Success Manager (CSM) at GE Vernova, you will play a critical role in driving the success of our utility and energy clients by serving as the primary advocate and a central point of contact between the customer and GE Vernova's Grid Software organization. You will be responsible for developing a deep understanding of our products and the customer's business and technical environment, enabling you to guide clients in achieving maximum value from our solutions.
You'll bring strong customer empathy, a passion for client success, and a focus on ensuring successful customer outcomes-delivering measurable value that aligns with our customers' operational goals and strategic priorities.

Job Description

Roles and Responsibilities

• Customer Advocacy & Relationship Management
  • Serve as the primary technical relationship owner post-deployment, ensuring ongoing alignment with the customer's business objectives.
  • Act as the first point of escalation for customer issues, coordinating with cross-functional teams to ensure timely and satisfactory resolution.
  • Build strong executive and operational relationships within customer organizations, positioning GE Vernova as a trusted partner.

• Product Expertise & Use Case Alignment
  • Develop and maintain deep product knowledge across GE Vernova's Grid Software portfolio.
  • Collaborate with customers to understand their operational use cases and ensure proper solution adoption, configuration, and utilization.
  • Translate complex technical features into business value and ensure alignment with customer goals and desired outcomes.

• Lifecycle Management & Customer Outcomes
  • Monitor customer health, proactively identifying risks to retention and opportunities for expansion.
  • Drive successful customer outcomes by aligning internal resources to deliver value and results across the customer lifecycle.
  • Lead regular check-ins, business reviews, and success planning sessions with customers.
  • Support renewals by demonstrating value delivered and ensuring customer satisfaction.

• Issue Resolution & Continuous Improvement
  • Help lead Root Cause Analysis (RCA) efforts following critical issues or escalations, ensuring learnings are captured and applied to standard work to drive continuous improvement.
  • Partner with Support, Engineering, and Product teams to prevent recurrence and enhance the customer experience.

• Internal Collaboration & Feedback Loop
  • Act as the internal voice of the customer, channeling feedback to Product, Engineering, Support, and other internal stakeholders.
  • Coordinate cross-functional efforts to address customer challenges and enhance the overall experience.
  • Contribute to the development of best practices and scalable customer success strategies.

• Bachelor's degree in Engineering, Computer Science, Business, or a related field
• Significant experience in customer success, account management, or technical consulting-preferably within the energy, utilities, or enterprise software sectors.
• Strong technical acumen with the ability to quickly learn and articulate complex software solutions.

• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills.