Customer Success Manager

Locusview; Chicago (IL); On-site; USD 96,000 - 180,000; Full time

Benefits offered by this job

401k matching

Employee stock purchase plan

Hybrid work schedule

Wellbeing programs

Job summary

Itron in Chicago seeks a Customer Success Manager to nurture and grow relationships with large utility accounts and their contractor networks, ensuring value realization and renewals.

You will lead engagements, develop Success & Engagement Plans, monitor health metrics, and collaborate across Product, Professional Services, Sales, and Support to drive adoption and expansion.

Qualifications

• 5+ years in enterprise customer success or account management.
• Strong SaaS knowledge including adoption, renewals, value realization.
• Experience guiding initiatives with executives with clarity and accountability.
• Ability to translate insights into actionable plans.

Responsibilities

• Manage and grow a portfolio of enterprise utility customers with long-term partnerships and measurable value realization.
• Navigate matrixed organizations to identify stakeholders and build collaborative relationships.
• Co-create Success & Engagement Plans aligned to customer goals and measures of success.
• Lead engagements including QBRs, workshops, executive briefings, and regular check-ins.
• Proactively identify risks to adoption and renewals and engage internal partners early.
• Serve as a trusted primary contact and escalation path with timely, transparent communication.
• Monitor health and value realization through product usage and feedback, translating insights into next steps.
• Provide regular account updates to cross-functional teams for alignment and accountability.
• Champion the voice of the customer across Development, Product, Services, Sales, and Support.
• Lead remote and in-person customer meetings to understand evolving requirements and opportunities to expand value.
• Contribute to onboarding, education, and enablement materials to maximize value.

Skills

Enterprise CS

SaaS & Renewals

Executive stakeholder engagement

Analytical problem-solving

Excellent communication

Utilities/energy knowledge

Education

Bachelor's degree or equivalent experience

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. If you are excited about this role but your past experiences don’t perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate’s 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 1-800-635-5461 or email [e-mail].

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