Customer Success Manager

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Join Hitachi Energy as our Customer Success Team Lead and be the driving force behind customer satisfaction and operational excellence. In this role, you'll lead a dedicated team that supports post-order management for power and distribution components, serving key market segments including utilities, OEMs, and internal transformer factories.

You'll be the voice of the customer, championing their needs and ensuring seamless communication between departments. Your leadership will directly impact our Net Promoter Score (NPS), helping us build lasting relationships and a world-class customer experience.

Responsible to ensure compliance with applicable external and internal regulations, procedures and guidelines.

• Lead and coach the Customer Success team to deliver outstanding service and support.
• Manage order entry processes and drive initiatives to improve throughput and accuracy.
• Collaborate with engineering to enhance drawing management and meet customer expectations.
• Champion change order management and foster strong internal partnerships.
• Support manufacturing goals by reducing shipping holds and improving on-time delivery.
• Drive continuous improvement through lean methodologies and problem-solving events.
• Guide onboarding and capacity planning to maintain service levels and team well-being.
• Reduce invoice disputes and manage returns and concessions effectively.

• Minimum 12 years in customer success, care, or relations.
• Minimum 5 years of experience leading teams.
• Bachelor's degree in Business, Marketing, Communications, or related field.
• Strong analytical skills and customer-centric mindset.
• Experience working cross-functionally in dynamic environments.
• Must be authorized to work in the U.S. without future sponsorship.

• At Hitachi Energy, we're committed to powering a sustainable future through innovation and collaboration.
• We offer opportunities for growth, development, and global impact in a supportive and inclusive environment.
• Join a team that values continuous improvement, customer focus, and employee well-being.