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About the Role
This role offers a unique opportunity to serve as a Customer Success Manager (CSM) while also taking on leadership responsibilities. It requires a combination of customer-focused expertise, leadership capabilities, and the ability to drive both individual and team success. This is an excellent opportunity for individuals with experience leading small CSM teams or those who have demonstrated strong leadership in CS initiatives and transformations as an individual contributor.
Responsibilities
- Ensure customers successfully adopt, expand, renew, and realize maximum value from Schneider Electric products, software, and services.
- Build strong relationships with multiple stakeholders at customer sites, understanding their priorities and influence levels.
- Develop meaningful customer success plans and action plans to help customers achieve desired outcomes.
- Collaborate with sales, project management, and service teams to manage customer relationships and satisfaction.
- Attend consultative reviews of customer Power Management systems, Electrical Distribution systems, and/or UPS fleets with technical experts.
- Identify opportunities to expand customer partnerships with Schneider Electric.
- Provide guidance, action items, and relay customer feedback to internal teams, ensuring accountability for assigned tasks.
- Monitor customer experience with services to ensure high satisfaction and ROI.
- Navigate internal systems and teams to ensure timely escalation and resolution of customer issues.
- Identify and mitigate churn risk for each customer, proactively preventing dissatisfaction or lost business to drive customer retention.
- Develop strategic renewal plans that address customer challenges and goals.
- Manage multiple tasks simultaneously, prioritize work, and meet deliverables and deadlines.
- Work cross-functionally and cross-domain.
- Manage the day-to-day activities of the CSM team.
- Conduct annual objective setting and performance reviews.
- Motivate the team to achieve organizational goals.
- Develop and implement timelines to achieve targets.
- Empower team members with skills to improve their confidence, product knowledge, and communication skills.
- Provide coaching and development for employees.
- Manage daily staffing and account coverage, including PTO and training.
- Manage metrics and address performance concerns promptly.
- Identify best practices and drive their adoption across the team.
- Supervise activities and facilitate a smooth workflow.
- Provide training and mentorship to team members.
- Develop plans to accomplish tasks and achieve objectives.
- Lead change management activities within the team.
- Assist with headcount planning and forecasting of workloads.
Requirements
- Bachelor’s degree in business, computer science, or engineering (or equivalent experience).
- Experience working in customer success or a field with highly transferable skills.
- Positive attitude, enthusiasm, self-motivation, and customer focus.
- Strong interpersonal and teamwork skills, enjoying cross-functional interaction.
- Strategic mindset.
- Excellent communication and presentation skills.
- Confidence and skill in negotiation.
- Strong organizational skills to provide team direction.
- Adept decision-making skills.
- Comfortable holding others accountable.
- Comfortable working in a fast-paced, dynamic, transformative environment.
- Ability to work with individuals from diverse technical backgrounds.
- Experience with CRM systems such as Salesforce, Totango, Gainsight, or ChurnZero.
- Ability to occasionally travel to customer sites in North America and worldwide.
Skills
- Customer Success Management
- Leadership
- Relationship Building
- Customer Relationship Management
- Strategic Planning
- Cross-functional Collaboration
- Problem-Solving
- Account Management
- Sales Support
- Project Management Support
- Performance Management
- Coaching
- Mentorship
- Change Management
- CRM Systems (Salesforce, Totango, Gainsight, ChurnZero)
- Power Management Systems
- Electrical Distribution Systems
- UPS Systems
- Power Quality Products
- Electrical Power Monitoring and Control Systems
Location
- North America
- Worldwide
Work Type
- Full-time
- Hybrid
- Onsite
Experience Level
- Team Lead
- Individual Contributor
Education Level
- Bachelor's degree in business, computer science, or engineering (or equivalent experience)
Salary/Compensations
- USD 101,600 - USD 152,400 per year
Benefits
- Medical (with member reward points)
- Dental
- Vision
- Basic life insurance
- Benefit Bucks
- Flexible work arrangements
- Paid family leaves
- Well-being programs
- 12 holidays per year
- 15 days of paid time off per year
- Competitive pay
- Incentives
- Company share ownership
- 401(k) with match
- Performance discussions
- Global opportunities
- Schneider Career Hub
- Learning platforms like Coursera
- Recognition
- Volunteer leave
- Programs with the Schneider Electric Foundation
- Youth education initiatives
- Military leave benefits
About the Company
- Schneider Electric is a global company with €40 billion in revenue, +9% organic growth, and over 150,000 employees in 100+ countries.
- The company values inclusion, mastery, purpose, action, curiosity, and teamwork (IMPACT values).
- Schneider Electric aims to help turn sustainability ambitions into actions, contributing to a more resilient, efficient, and sustainable world.
- The company seeks 'IMPACT Makers' who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization.
- Schneider Electric aspires to be the most inclusive and caring company in the world, providing equitable opportunities and ensuring all employees feel valued and safe.
- The company mirrors the diversity of the communities it operates in and believes differences make it stronger.
- Schneider Electric upholds high standards of ethics and compliance, with a Trust Charter serving as its Code of Conduct.
Equal Opportunity
- Schneider Electric is an Equal Opportunity Employer.
- It is our policy to provide equal employment and advancement opportunities in recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.