Utilities Customer Success Manager - Remote Eligible

Customer Success Manager

GE Vernova brings together GE's portfolio of energy businesses including Power, Wind, Electrification and Digital businesses. With focus, GE Vernova is accelerating the path to more reliable, affordable and sustainable energy, while helping our customer power economies and deliver the electricity that is vital to health, safety, security and improved quality of life. 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.

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.

Required Qualifications

Bachelor's degree in Engineering, Computer Science, Business, or a related field

7+ years of 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.

Desired Characteristics

Work From Home within a major market in the Western Region of the United States of America.

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.

Additional Information

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).