Customer Success Manager

Jobfu; Irvine (CA); On-site; USD 113,000 - 189,000; Full time

Job summary

ETAP in Irvine, CA is seeking a Customer Success Manager for key accounts. You will establish strong relationships with a portfolio of customers, ensuring high satisfaction and ROI realization to drive renewals and growth.

You will collaborate across Sales, Technical Support, Training, and Product teams to ensure a best-in-class customer experience and proactive issue resolution. With 5+ years in electrical engineering in customer-facing roles, you will craft joint success plans, understand

Qualifications

• Minimum 5 years’ experience in electrical engineering in a customer-facing role such as Customer Success, Customer Support, or Sales Management.
• Strong ability to build and nurture executive-level relationships and drive renewal and growth opportunities.
• Knowledge of electrical design software is a plus.

Responsibilities

• Establish strong relationships with a portfolio of customers and ensure high satisfaction and ROI realization.
• Collaborate with Sales, Technical Support, Training, and Product teams to deliver a best-in-class customer experience.
• Lead joint customer success plans with defined scope, shared metrics, and adoption timelines.
• Drive renewals and account growth through increased product adoption and usage.

Skills

Customer Success

Relationship Building

Sales Management

Technical Collaboration

Education

Electrical Engineering degree

Business/Marketing background

Tools

Electrical design software

Job description

Skills ETAPElectrical SystemsOperationsDigital TwinDigital TransformationReliabilityInnovationCustomer Success ManagementManagementTimelinesSalesTechnical SupportProduct ManagementAccount GrowthRisk ManagementExecutive SponsorElectrical EngineeringMarketingCustomer SupportSales ManagementDesign SoftwareEmpathyOrganizational SkillsIdentity Verification

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Etap

Customer Success Manager

Irvine, CA, USUSD 113,300-188,900

About The Role

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion - and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations - we invite you to join us!

ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.

Job Title: Customer Success Manager - Key Accounts

Location: USA

Employment Type: Full time

The job Reporting to the Head of Customer Success Management, the Customer Success Manager is responsible for establishing strong relationships with their portfolio of customers, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Throughout our customer journey, we aim to deliver a best-in-class customer experience, and the Customer Success Manager is the steward of this journey. Her/His mission is to ensure customers achieve success using our solutions.

Key responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
• Understand the motivation, business drivers, strategic goals, and desired business outcomes for his portfolio of large customers.
• Craft joint customer success plans that include agreed-upon scope, shared metrics, user engagement, adoption plans, timelines, and communication.
• Work closely with Sales, Technical Support, Training, and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, and ultimately drive retention throughout the customer life cycle.
• Drive the Customer Success playbook for the High Touch Segment.
• Facilitate Executive Business Reviews with decision-makers and our executive sponsor, where we celebrate shared successes and make adjustments as necessary.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Essential skills and experience

• Bachelor / Master: initial training in electrical engineering & training in business/marketing
• Minimum 5 years’ experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support, or Sales Management
• Knowledge of electrical design software is a plus

Desired skills and experience

With strong empathy and a capacity to build successful customer relationships, the selected profiles will possess great organizational skills, a strong commitment to customer satisfaction, and a proven ability to persuade.

Salary Range

$113,300.00 - $188,900.00 for CA

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

Background Check

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

Equal Opportunity Employer

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Join ETAP

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.