Sr. Customer Success Manager

Eaton's Electrical Sector is seeking a Customer Success Manager (CSM) to support our expanding portfolio of Brightlayer Solutions. This position can be based in the following locations: Beachwood OH, Moon Township PA, Menomonee Falls WI, Raleigh NC or Woodrigdge IL. This position travels up to 50% depending on the business needs.

Position Overview:

This strategic role is responsible for building customer relationships, developing retention and growth strategies, overseeing post-sales business activities, and developing operational processes that support the customer lifecycle. The CSM will manage all aspects of the customer journey, from onboarding to adoption, expansion, and retention.
This is an exciting opportunity to make an impact in defining the customer success practice for Brightlayer Solutions at Eaton. Check out this link for more information on this innovative offering at Eaton: https://www.eaton.com/us/en-us/digital/brightlayer.html

Essential functions include:
• Develop, refine, and standardize customer success practices to improve customer outcomes and operational efficiency.
• Assist with company segmentation strategy, ensuring customer success for all at every level of segmentation.
• Manage the health of the customer relationship by working cross-functionally to ensure customer expectations and requirements are understood, onboarding is effective, users are trained and deliverables are met.
• Collaboratively build customer success plans and establish goals to aid the customer in achieving their objectives and continuous value.
• Work cross-functionally in a global, matrixed environment with product teams, solutions architects, offer management, customer support, professional services, and sales teams.
• Manage, analyze, monitor, and report key performance indicators (KPIs) related to customer success, including but not limited to renewal, churn, and adoption rates.
• Drive VoC (Voice of the Customer) initiatives, gathering valuable insights and customer feedback for continuous product improvement.
• Analyze, design, and implement processes to streamline the customer lifecycle, including onboarding, engagement, and renewal activities.
• Coordinate with platform teams to install and implement customer success metrics and required changes.
• Manage and analyze customer surveys, Net Promoter Score (NPS), and overall satisfaction metrics to gauge customer satisfaction.
• Implement renewal strategies to ensure customer satisfaction and retention, fostering long-term partnerships and revenue growth.
• Ability and willingness to travel up to 50%
• Other duties as assigned.

Qualifications:

Required Qualifications:
• Bachelor's Degree from an accredited institution required
• Minimum eight (8) years' experience in customer success/account management roles for digital or software products/solutions/technologies
• Demonstrated experience leading the development and deployment of a customer success practice in a greenfield environment
• Experience working in a global matrixed organization.
• Experience in a business-to-business (B2B) environment
• Must be legally authorized to work in the United States without company sponsorship both now and in the future

Preferred Qualifications:
• Bachelor's or Master's Degree in Business from an accredited institution.
• Experience working in Enterprise SaaS businesses.
• Experience using and developing reports, metrics, and dashboards with Salesforce or other relevant Customer Success tools.
• Experience in operational analytics/reporting role with a focus on Customer Success and Renewals
• Experience in the enterprise and/or cloud software space.

• Manager of people experience.

Position Success Criteria:

• Demonstrated ability to analyze and resolve problems.
• Highly organized, driven initiative-taker who can operate independently and as a team.
• Strong critical thinking and problem-solving skills.
• Strong customer-focused mindset with the willingness to meet tight deadlines.
• Demonstrated ability to influence product adoption and customer retention.
• Proficient in software technology (CRM and Customer Success platforms).
• Excellent verbal, written, presentation, and interpersonal communication skills with the ability to engage and influence stakeholders across all levels.
• Demonstrated a history of achieving high renewal rates.
• Experience building use cases with customers.
• Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business value.
• Proven ability to effectively collaborate with diverse teams and stakeholders to drive customer success and achieve customer objectives/outcomes.
• Influences and energizes others with a demonstrated willingness to be hands-on.

At Eaton, we strive to provide compensation and benefits that attract, engage, and retain the best talent. This includes competitive pay and a variety of benefit programs for eligible employees. The expected annual salary range for this role is $136500.03 - $200200.04 a year. This role is also eligible for a variable incentive program. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.