Customer Success Manager – ISO

Role Overview

• Work with the VP of Customer Success in developing the complete CX strategy for our Markets customers and lead execution of this strategy with our top ISOs.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Business, or a related field
• 8+ years of experience in customer success, account management, or technical collaboration/leadership roles—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.

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 include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants
• Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off