[Hiring] Customer Success Manager @GE Vernova

Role Description

As a Customer Success Manager Leader (CSM) at GE Vernova, you will play a critical role in developing the strategy for CS for our top ISO customers. 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.

Key Responsibilities:

• CX strategy: Develop the complete CX strategy for our Markets customers and lead execution of this strategy with our top ISOs.
• 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.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business, or a related field.
• 10+ 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.
• Deep customer empathy, a passion for driving client success, and a results-oriented mindset focused on delivering customer outcomes.
• Demonstrated experience participating in or leading root cause investigations and post-mortem processes.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment.
• Familiarity with electric utility operations, grid modernization, or energy transition initiatives is a strong plus.

Requirements

• 30 – 40% onsite time.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• Access to Health Coach from GE Vernova, a 24/7 nurse-based resource.
• Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling, and referral services.
• Retirement benefits including the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions.
• Access to Fidelity resources and financial planning consultants.
• Tuition assistance.
• Adoption assistance.
• Paid parental leave.
• Disability benefits.
• Life insurance.
• 12 paid holidays.
• Permissive time off.