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.

• 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 customer's unique goals, priorities, and constraints, ensuring plans feel realistic, inclusive, and aligned with shared success measures.
• Facilitate customerfacing engagements-including Quarterly Business Reviews, bestpractice workshops, executive briefings, and regular checkins-creating 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 customer's 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.

• 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 audiences-both 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.

• 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.

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 Accessibility@itron.com.

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