Customer Success Manager Utilities | AIP, EAM

About IFS Copperleaf 

At IFS Copperleaf our software helps some of the worlds largest organizations make better strategic decisions to build more resilient and sustainable infrastructure. Our award-winning industry-changing solutions and our people are at the heart of that success. We combine deep industry expertise with world-class technology to help asset-intensive organizations plan optimize and realize value from their investments. 

As a Customer Success Manager (CSM) at IFS Copperleaf you will be responsible for driving customer success by maximizing the value clients derive from their investment in our software solutions. You will serve as a strategic advisor building strong executive relationships guiding adoption and ensuring business outcomes are delivered throughout the customer lifecycle.

Youll lead cross-functional teams manage success programs and advocate for customers internally while championing IFS Copperleafs value proposition externally. This role is central to our customer-centric strategy ensuring loyalty satisfaction and long-term expansion.

Key Responsibilities

Strategic Customer Engagement

• Build and maintain strong relationships with customer executives and senior stakeholders to understand business objectives KPIs and transformation goals.
• Lead the creation and execution of tailored Success Plans that map directly to customer outcomes and enable measurable value realization.
• Translate strategic objectives into actionable initiatives using IFS and Copperleafs value-driven frameworks.

Delivery Orchestration & Program Management

• Act as the primary point of accountability for customer success during and after solution deployment.
• Lead executive governance activities (e.g. steering committees) and coordinate with internal stakeholders (Delivery Support R&D Sales) to resolve issues and maintain program alignment.
• Monitor the consumption and effectiveness of Success Units ensuring all activities align with IFSs revenue recognition policies and quality standards.

Customer Advocacy & Satisfaction

• Foster high customer satisfaction by anticipating needs resolving concerns and enabling customers to achieve their strategic goals.
• Promote participation in the Voice of the Customer (VOC) process and drive initiatives to improve customer sentiment and outcomes.
• Encourage customer reference ability and advocacy with a focus on high CSAT and NPS scores.

Commercial Partnership

• Support renewal activities for subscriptions and services by demonstrating ongoing value and helping ensure continuous engagement.
• Collaborate with Sales to identify potential upsell and cross-sell opportunities that align with customer needs.
• Use Business Value Assessment (BVA) tools to quantify outcomes and reinforce the impact of IFS Copperleaf solutions.

What Were Offering

• Salary Range: $125000-$145000 plus bonus
• Flexible paid time off including sick and holiday
• Medical dental & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

Qualifications :

Experience & Education

• 8 years in customer-facing roles preferably in enterprise SaaS or enterprise software environments.
• Proven experience managing complex delivery programs for large asset-intensive customers in sectors like Energy Utilities Transportation or Manufacturing.
• Bachelors or Masters degree in business engineering computer science or a related field.
• Prior experience with IFS or Copperleaf Applications is highly desirable.

Skills & Competencies

• Strong commercial acumen and ability to communicate value clearly to executive audiences.
• Excellent interpersonal and relationship management skills with a customer-first mindset.
• Demonstrated ability to lead through influence and manage diverse internal teams in a matrix environment.
• Technically savvy and confident navigating enterprise IT landscapes and digital transformation initiatives.
• Highly organized proactive and detail-oriented with a bias for action.

Additional Information :

We believe that coming together as a community in person is important for innovation connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

Remote Work :

Yes

Employment Type :

Full-time