Customer Success Manager

Itron, Inc.; Chicago (IL); Hybrid; USD 96,000 - 180,000; Full time

Benefits offered by this job

Hybrid work schedule

Competitive benefits package

Job summary

Itron, Inc. is seeking a Customer Success Manager to nurture and grow a portfolio of utility customers, guiding them to realize value and achieve business outcomes.

You will lead engagements, co-create success plans, and collaborate across teams to ensure renewals and expansion while managing risks and driving customer satisfaction. The role requires strong SaaS/cross-functional experience, and a customer-centric mindset to partner with executives and translate insights into action.

Qualifications

• 5+ years in enterprise customer support or related role.
• Strong SaaS and customer success practices.
• Experience partnering with executive-level stakeholders.
• Strategic, analytical problem-solver with action orientation.
• Excellent communication and relationship-building skills.
• Experience in Utilities, Energy, or related industries.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Manage and grow a portfolio of enterprise utility customers.
• Navigate complex organizations to identify stakeholders.
• Co-create Success & Engagement Plans.
• Lead customer engagements: QBRs, workshops, executive briefings.
• Identify and address adoption and renewal risks.
• Serve as primary point of contact for customers.
• Monitor health and value realization via usage and NPS.
• Provide regular account updates to internal stakeholders.
• Champion the voice of the customer across teams.
• Lead remote and in-person meetings to expand value.
• Contribute to onboarding and enablement materials.
• Model a customer-centric, authentic, accountable, agile, collaborative culture.

Skills

Customer Success

Account Management

SaaS

Executive Stakeholders

Cross-functional Collaboration

Education

Bachelor’s degree or equivalent

Job description

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 across a portfolio of utility customers and their contractor networks. In this role, you will bring innovative Utilities & Energy technology solutions to life for customers, ensuring they feel supported, heard, and equipped to achieve meaningful business outcomes. As a trusted, customer-centric partner throughout the customer journey, you will help customers realize and exceed the value drivers and KPIs established across their lifecycle. You will collaborate across teams and model an authentic, accountable, agile, collaborative, and innovative approach focused on long-term customer success and shared impact.

Duties & Responsibilities

Manage and grow a portfolio of enterprise utility customers by building trusted, long-term partnerships that support adoption, renewals, measurable value realization, and sustainable growth.

Navigate complex, matrixed organizations to identify key stakeholders, understand business priorities, and build collaborative relationships that deepen customer engagement and commitment.

Co-create Success & Engagement Plans aligned to each customer’s goals, priorities, constraints, and agreed-upon measures of success.

Lead customer engagements, including Quarterly Business Reviews, best-practice workshops, executive briefings, and regular check-ins, creating opportunities for open dialogue, feedback, and collaborative problem-solving.

Proactively identify and address risks to adoption, renewals, relationships, and customer outcomes with an accountable, agile, and solutions-oriented approach, engaging the right internal partners early.

Serve as a trusted primary point of contact and escalation path for customers, providing timely, transparent communication and driving issues toward effective resolution.

Monitor customer health and value realization through product usage, satisfaction metrics, feedback, and NPS results, translating insights into clear and actionable next steps.

Provide regular account updates to internal stakeholders, creating transparency, alignment, and shared accountability across cross-functional teams.

Champion the voice of the customer across Development, Product Management, Professional Services, Sales, Marketing, and Support to strengthen a collaborative, customer-centric, and innovative culture.

Lead remote and in-person customer meetings to understand evolving business requirements and identify opportunities to expand value, adoption, and growth.

Contribute to onboarding, education, and enablement materials that help customers and internal teams confidently adopt and maximize the value of our solutions.

Model our values by being customer-centric, authentic, accountable, agile, collaborative, and innovative in how you build relationships, solve problems, and deliver results.

Required Skills & Experience

5+ years of experience supporting large enterprise customers in Customer Success, Account Management, or a related customer-facing role.

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

Proven experience partnering with executive-level stakeholders and guiding complex initiatives with clarity, authenticity, and accountability.

Strategic and analytical problem-solver who can evaluate multiple perspectives, adapt to changing priorities, and translate insights into action.

Excellent communication and interpersonal skills, with demonstrated ability to listen, build trust, and adapt communication for diverse internal and external audiences.

Experience working in the Utilities, Energy, infrastructure, or a related industry, with an understanding of complex customer environments.

Ability to work independently and collaboratively across functions, share information openly, seek input, and take accountability for outcomes.

Genuine curiosity, integrity, and a customer-centric mindset, with a demonstrated commitment to being authentic, accountable, agile, collaborative, and innovative.

Bachelor’s degree in a related field or equivalent experience.

Preferred Skills & Experience

Experience supporting customers in Utilities, Energy, or field operations, particularly within complex or regulated environments.

Familiarity with field operations technology, digital construction management, or data-driven operational workflows used by utilities and contractor networks.

Experience supporting global or highly matrixed organizations and coordinating effectively across functional areas and time zones.

Experience with technical platforms or products in a fast-paced technology environment, partnering collaboratively with Product and Engineering teams.

Demonstrated ability to influence without direct authority, build consensus, and bring stakeholders together to advance shared customer outcomes.

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! The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience and may vary by location. The base salary is $96,000-180,000 annually. This position is eligible for our annual bonus program.

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees.

Itron is proud to be an Equal Opportunity Employer.

If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email [e-mail].

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

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: www.itron.com

Locusview’s digital construction management platform further expands Itron’s Resiliency Solutions offerings to our customers. Locusview’s scalable SaaS based business is purpose-built and helps critical infrastructure providers improve the productivity and management of construction projects. Given the need to dramatically increase grid build out and the efficiency of operations, the combination of Itron and Locusview creates an exciting platform for the future. We are excited to welcome Locusview to Itron and accelerate the growth of this innovative platform. Learn more at https://www.locusview.com/

5000+ global employees Products and solutions deployed in 100+ countries Headquarters: Liberty Lake, Washington, USA Publicly traded: ITRI ESG goals and achievements Award-winning workplace Inclusion-first work culture Commitment to employee growth and development: iGrow program Employee resource groups*: iBelong program Paid internships, co-op and apprenticeships Generous and flexible paid time off* *Variable by location or position

Itron is proud to be an Equal Opportunity, Aff… If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email [e-mail].