Customer Success Manager- ISO

GE Vernova is seeking a Customer Success Manager Leader to develop strategies for customer success with top ISO clients. The role involves understanding customer needs, guiding them to maximize the value of GE Vernova's solutions, and ensuring successful customer outcomes through effective relationship management and collaboration with internal teams.

Responsibilities:

• Develop 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
• Partner with Support, Engineering, and Product teams to prevent recurrence and enhance the customer experience
• 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

Requirements:

• 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