Customer Success Manager

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

Reporting to the Director of Customer Success the Customer Success Manager (CSM) nurtures guides and grows relationships within a portfolio of utility customers and their contractor this role you will bring our innovative utilities and energy technology solutions to life for customersensuring they feel supported heard and empowered to achieve meaningful outcomes. You will be a trusted customercentric partner throughout the customer journey helping each customer realizeand ideally exceedthe value drivers and KPIs identified across their lifecycle. You will work collaboratively across teams showing up as an authentic accountable agile and innovative teammate who cares deeply about longterm success and shared impact.

Duties and Responsibilities:

• Nurture a portfolio of enterprise utility customers by building warm trusted and longterm partnerships that support renewals measurable value outcomes and sustainable growth.

• Partner with complex matrixed organizations to thoughtfully identify key stakeholders understand their perspectives and build strong collaborative relationships that deepen customer commitment.

• Cocreate Success & Engagement Plans that reflect each customers unique goals priorities and constraints ensuring plans feel realistic inclusive and aligned with shared success measures.

• Facilitate customerfacing engagementsincluding Quarterly Business Reviews bestpractice workshops executive briefings and regular checkinscreating welcoming spaces for open conversation feedback and joint problemsolving.

• Proactively surface and address risks to renewals longterm relationships or successful outcomes with a calm solutionsoriented and accountable approach engaging the right partners early.

• Serve as a caring reliable primary point of contact and escalation path for customers ensuring timely transparent communication and empathetic resolution of issues.

• Monitor customer health and value realization using usage data satisfaction metrics feedback channels and NPS results and then thoughtfully translate insights into actionable next steps.

• Share clear regular account updates with internal stakeholders promoting transparency and alignment while inviting input from crossfunctional partners.

• Advocate for the customers voice across Development Product Management Professional Services Sales Marketing and Support fostering a collaborative culture that is truly customercentric and innovative.

• Host regular remote and inperson meetings to actively listen understand evolving business requirements and gently uncover opportunities for additional value and growth.

• Support the creation of onboarding education and enablement materials that help customers and internal teams feel confident included and equipped to adopt our solutions.

• In this role you will model our values by being customercentric authentic accountable agile collaborative and innovative in your daily work.
  

Required Skills & Experience:

• 5 years of experience supporting large enterprise customers in Customer Success Account Management or a related customerfacing role.

• Strong understanding of SaaS and Customer Success practices including customer lifecycle management adoption renewals and value realization.

• Proven experience partnering with executivelevel stakeholders guiding them through complex projects with clarity empathy and steady leadership.

• Strategic and thoughtful problemsolver with strong analytical skills and the ability to consider multiple perspectives when making decisions.

• Excellent communication and interpersonal skills with the ability to listen deeply build trust and adapt your style to diverse audiencesboth internally and externally.

• Experience in the Utility Energy or related infrastructure industry is appreciated and helpful in understanding customer context.

• Ability to work both independently and collaboratively seeking input from others sharing information openly and taking accountability for outcomes.

• Genuine curiosity integrity and a passion for being customercentric authentic accountable agile collaborative and innovative in your approach.
  

Preferred Skills & Experience:

• Experience working with customers in the Utilities Energy or field operations space especially within complex or regulated environments.

• Familiarity with field operations technology digital construction management or datadriven operational workflows used by utilities and their contractors.

• Background supporting global or highly matrixed organizations with comfort coordinating across time zones and functional areas.

• Experience working with technical platforms or products in a fastpaced innovative technology environment partnering closely with Product and Engineering teams.

• Demonstrated ability to influence without authority inviting collaboration and building consensus to move shared initiatives forward.
  

Education:

Bachelors degree in related field or equivalent experience.

Physical Demands:

This is a typical office job with no special physical requirements or unusual work environment.

Benefits Info:
This position also includes a competitive benefit package including; financial social health and wellbeing programs paid vacation 401k matching employee stock purchase program hybrid work schedule and more! This position is eligible for our annual bonus program.



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Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences dont perfectly align with every requirement we encourage you to apply the end you may be just who we are looking for!

The successful candidates starting wage will be determined based on permissible non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply please contact a recruiting representative at 1- or email .

Itron is transforming how the world manages energy water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency build resilience and deliver safe reliable and affordable service. With edge intelligence we connect people data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: