Strategic Engagement Manager, Enterprise SaaS Growth

Itron, Inc.; Chicago (IL); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid work schedule

401k matching

Employee stock purchase program

Paid vacation

Job summary

Itron, Inc. in Chicago is seeking an Engagement Manager to partner with strategic enterprise clients, driving engagement, retention, satisfaction, and growth within the Customer Success organization.

You will align Itron's AI-powered technology with client objectives and coordinate cross-functional teams to ensure a seamless deployment through expansion. The ideal candidate will have strong relationship management, excellent communication, and a results-driven mindset, with travel to the US and

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 5+ years of client-facing experience in a services or software vendor role (preferably SaaS).
• Proven success in SaaS engagement, retention, and growth with enterprise-level customers.
• Track record of delivering adoption, renewals, expansion, and business value realization.
• Strong stakeholder management skills and ability to build trust with senior executives.
• Excellent communication and presentation skills for executive-level audiences.
• Demonstrated empathy for customers and a strong sense of urgency in meeting their needs.
• Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence).
• Willingness to travel for in-person meetings (US and Canada); Eastern Time Zone location preferred.

Responsibilities

• Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.
• Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment.
• Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes.
• Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints.
• Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes.
• Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues.
• Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection.
• Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment.
• Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support.
• Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities.
• Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.

Skills

Client-facing experience

SaaS engagement

Adoption & renewals

Stakeholder management

Executive communication

Empathy for customers

Project management

Education

Bachelor's degree

Tools

Microsoft O365

Jira

Confluence

Job description

Itron, Inc. in Chicago is seeking an Engagement Manager to partner with strategic enterprise clients, driving engagement, retention, satisfaction, and growth within the Customer Success organization.

You will align Itron's AI-powered technology with client objectives and coordinate cross-functional teams to ensure a seamless deployment through expansion. The ideal candidate will have strong relationship management, excellent communication, and a results-driven mindset, with travel to the US and