Job Description Summary

Job Description

Role Summary:

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:

25% – 35%% onsite time with customers

Additional Information

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.