Customer Success Manager- ISO
Job Description 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.
Job Description
Preferred locations for Remote: Ohio, Pennsylvania, Massachusetts, and New York
Key Responsibilities:
- CX strategy
- 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.
- 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
- 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.
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.
GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
#LI-Remote - This is a remote position
For candidates applying to a U.S. based position, the pay range for this position is between $165,600.00 and $248,400.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set.
Bonus eligibility: discretionary annual bonus.
This posting is expected to remain open for at least seven days after it was posted on May 01, 2026.
Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and 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.
GE Vernova Inc. or its affiliates (collectively or individually, "GE Vernova") sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.