Customer Success Manager

Itron • Chicago, IL

5d • Hybrid

About The Position

Itron is seeking a Customer Success Manager to nurture, guide, and grow relationships across a portfolio of utility customers and their contractor networks. Reporting to the Director of Customer Success, this role helps customers adopt Itron’s Utilities & Energy technology solutions and realize meaningful business outcomes throughout their customer journey. The CSM partners with customers to achieve and exceed agreed value drivers and KPIs, while collaborating across internal teams to support long-term customer success and shared impact.

The role manages enterprise customer relationships, develops success and engagement plans, leads customer meetings, monitors customer health and value realization, and addresses risks and escalations. It also brings customer insights to cross-functional teams and contributes to onboarding, education, and enablement. The position is a typical office job with a hybrid work schedule. The base salary is $96,000–$180,000 annually, and the position is eligible for an annual bonus program.

Requirements

• At least 5 years of experience supporting large enterprise customers in Customer Success, Account Management, or a related customer-facing role.
• Strong understanding of SaaS and Customer Success practices, including lifecycle management, adoption, renewals, customer health, and value realization.
• Experience partnering with executive-level stakeholders and guiding complex initiatives.
• Strategic and analytical problem-solving skills, including the ability to consider multiple perspectives, adapt to changing priorities, and turn insights into action.
• Excellent communication and interpersonal skills, including listening, building trust, and adapting communication to diverse audiences.
• Experience in Utilities, Energy, infrastructure, or a related industry, with an understanding of complex customer environments.
• Ability to work independently and collaboratively across functions, share information, seek input, and take accountability for outcomes.
• Curiosity, integrity, and a customer-centric mindset, with commitment to being authentic, accountable, agile, collaborative, and innovative.
• Bachelor’s degree in a related field or equivalent experience.

Nice To Haves

• Experience supporting customers in Utilities, Energy, or field operations, particularly in complex or regulated environments.
• Familiarity with field operations technology, digital construction management, or data-driven operational workflows used by utilities and contractor networks.
• Experience supporting global or highly matrixed organizations and coordinating across functional areas and time zones.
• Experience with technical platforms or products in a fast-paced technology environment, working collaboratively with Product and Engineering teams.
• Ability to influence without direct authority, build consensus, and bring stakeholders together to advance shared customer outcomes.

Responsibilities

• Manage and grow a portfolio of enterprise utility customers to support adoption, renewals, measurable value realization, and sustainable growth.
• Identify key stakeholders, understand customer priorities, and build collaborative relationships within complex, matrixed organizations.
• Co-create Success & Engagement Plans aligned to customers’ goals, priorities, constraints, and measures of success.
• Lead Quarterly Business Reviews, best-practice workshops, executive briefings, regular check-ins, and other customer engagements.
• Identify and address risks to adoption, renewals, customer relationships, and outcomes, involving internal partners as appropriate.
• Serve as a primary customer contact and escalation path, communicating transparently and driving issues toward resolution.
• Monitor customer health and value realization using product usage, satisfaction metrics, feedback, and NPS results, and translate insights into actionable steps.
• Provide regular account updates to internal stakeholders to support transparency, alignment, and shared accountability.
• Represent the voice of the customer across Development, Product Management, Professional Services, Sales, Marketing, and Support.
• Lead remote and in-person customer meetings to understand evolving requirements and identify opportunities to expand value, adoption, and growth.
• Contribute to onboarding, education, and enablement materials for customers and internal teams.
• Model Itron’s values through customer-centric, authentic, accountable, agile, collaborative, and innovative work.

Benefits

• Competitive benefit package including financial, social, health, and wellbeing programs.
• Paid vacation.
• 401k matching.
• Employee stock purchase program.
• Hybrid work schedule.
• Annual bonus program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level