Customer Success Manager

Schneider Electric•Buffalo, NY

18d

About The Position

The Customer Success Manager and Team Lead role combines responsibility for managing customer success with team leadership. As a trusted advisor and advocate for recurring-services customers, the role helps customers adopt, expand, renew, and realize value from Schneider Electric products, software, and services. The position builds stakeholder relationships, develops customer success and renewal plans, monitors satisfaction and return on investment, identifies growth opportunities and churn risks, coordinates issue resolution, and communicates customer needs to internal teams. In its team-lead capacity, the role manages daily team activities, staffing, account coverage, performance, and workflow. It sets objectives, conducts performance reviews, coaches and mentors employees, develops team skills, promotes best practices, leads change management, and contributes to headcount and workload planning. The position reports to the Customer Success and Business Enablement Leader. The role may require occasional travel to customer sites in North America and worldwide. The U.S.-based full-time position has an expected annual pay range of USD 101,600–152,400, including base pay and short-term incentives.

Requirements

Bachelor’s degree in business, computer science, or engineering, or equivalent experience.
Experience in customer success or a field with highly transferable skills.
Positive, enthusiastic, self-motivated, and customer-focused attitude.
Strong interpersonal and teamwork skills, including enjoyment of cross-functional interaction.
Strategic mindset.
Excellent communication and presentation skills.
Confidence and skill in negotiation.
Strong organizational skills to provide direction to the team.
Adept decision-making skills.
Comfort holding others accountable.
Comfort working in a fast-paced, dynamic, transformative environment.
Ability to work with people with varied technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers, account managers, and sales personnel.
Experience with CRM systems; Salesforce and Totango, Gainsight, or ChurnZero are mentioned.
Ability to travel occasionally to customer sites in North America and worldwide.

Nice To Haves

Understanding of power quality products.
Knowledge of power management and electrical distribution.
Experience with electrical power monitoring and control systems and products.
Knowledge of power and/or electrical systems.

Responsibilities

Serve as a trusted advisor and advocate for recurring-services customers, supporting adoption, expansion, renewal, and value realization.
Build relationships with multiple customer stakeholders and understand their priorities and influence.
Develop customer success plans and action plans aligned with customers’ desired outcomes.
Work with North American sales teams, project management, service bureaus, and other partners to manage customer relationships and satisfaction.
Attend consultative reviews of analytical reports on customers’ power management systems, electrical distribution systems, and/or UPS fleets with internal technical experts.
Identify opportunities to expand customer partnerships with Schneider Electric.
Provide guidance and action items, convey customer feedback to internal teams, and hold stakeholders accountable for assigned tasks.
Monitor customer experience, service satisfaction, and return on investment.
Navigate internal systems and teams to escalate and resolve customer issues in a timely manner.
Identify and mitigate churn risks and proactively support customer retention.
Develop strategic renewal plans that address customer challenges and goals.
Manage multiple tasks, priorities, deliverables, and deadlines while working cross-functionally and across domains.
Manage the day-to-day activities of the team.
Set annual objectives and conduct performance reviews.
Motivate the team to achieve organizational goals and develop timelines to meet targets.
Coach, develop, train, and mentor team members to improve confidence, product knowledge, and communication skills.
Manage daily staffing and account coverage, including coverage for paid time off and training.
Manage team metrics and address performance concerns in a timely manner.
Identify best practices and drive their adoption across the team.
Supervise activities and facilitate smooth workflow.
Determine approaches to tasks and develop plans to accomplish them.
Lead change management activities within the team.
Assist with headcount planning and workload forecasting.