Customer Success Manager

Customer Success Manager

Eaton's Digital Office is seeking a Customer Success Manager to support our expanding portfolio of Bright layer software solutions. This role will orchestrate the post-sale customer journey, helping customers realize measurable value from Bright layer solutions while driving adoption, retention, renewal readiness, and expansion opportunities.

Because the Bright layer customer success capability is still in an early stage of maturity, this is not a purely run-the-playbook CSM role. The successful candidate will be expected to manage customer relationships while also helping build the operating model: scalable lifecycle motions, renewal-readiness practices, account health reporting, Voice of Customer loops, playbooks, and technology-enabled engagement approaches.

The ideal candidate is a senior, data-driven customer success professional who combines trusted-advisor customer skills with operational rigor, commercial awareness, comfort with AI-enabled tools, and the ability to influence across a matrixed organization. This person should be equally comfortable engaging directly with customers, partnering with Sales and Product, and helping define how Bright layer customer success should scale over time.

Customer Adoption and Value Realization

• Facilitate the post-sale customer journey across onboarding, training, adoption, value realization, renewal readiness, and expansion support.
• Develop customer success plans that align Bright layer capabilities to customer objectives, expected outcomes, stakeholders, and adoption milestones.
• Drive adoption through proactive customer engagement, use case reviews, release awareness, business check-ins, and practical guidance on relevant Bright layer functionality.

Retention, Renewal Readiness, and Growth

• Monitor customer health across adoption, engagement, satisfaction, support trends, renewal timing, stakeholder alignment, and relationship quality.
• Develop renewal-readiness plans with Sales and Commercial Operations to support retention, reduce churn risk, and improve forecast predictability.
• Identify customer success risks and expansion opportunities early, then coordinate cross-functional action plans to protect outcomes and support growth.

Tech-Touch, Digital Engagement, and AI-Enabled Scale

• Help define tech-touch, digital-touch, automated, and AI-assisted engagement models that scale customer success beyond high-touch coverage.
• Contribute to the evaluation, implementation, and optimization of a customer success platform and supporting digital workflows.
• Use AI-enabled capabilities responsibly to improve customer insights, account prioritization, health scoring, renewal risk detection, communications, and repeatable CS workflows.

Customer Insights and Voice of Customer

• Capture customer feedback, business needs, product gaps, and emerging market requirements to serve as an internal advocate for Bright layer customers.
• Share actionable Voice of Customer insights with Product, Offer Management, Support, Services, Sales, and Commercial Operations to inform roadmap, service, and customer experience improvements.

Operations, Analytics, and Process Excellence

• Track customer success metrics, including adoption, renewal rate, churn risk, customer health, engagement, satisfaction, and value realization.
• Use CRM, customer success tools, dashboards, and analytics to prioritize accounts, identify risks, and inform business recommendations.
• Support the development of customer success processes, playbooks, reporting standards, health-scoring approaches, and operating rhythms.
• Provide regular reporting and insights to leadership on customer health, adoption trends, renewal readiness, and customer success performance.

Cross-Functional Collaboration

• Collaborate with Product, Solutions Architects, Professional Services, Customer Support, Offer Management, Commercial Operations, and Sales to coordinate customer outcomes.
• Ensure customer expectations, requirements, and deliverables are clearly understood across internal teams.
• Influence cross-functional stakeholders to remove barriers, accelerate customer outcomes, and improve the overall Bright layer customer experience.

Basic Qualifications:

• Bachelor's degree from an accredited institution.
• Minimum 5 years of experience in customer success, account management, commercial operations, customer operations, SaaS, product, or technology-driven customer-facing roles.
• Minimum 5 years of experience working in a B2B software, services, technology, or digital solutions environment.
• Minimum 5 years of experience with customer relationship management systems or customer success tools.
• No relocation is offered for this role.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position.

Preferred Qualifications:

• Bachelor's or Master's degree in Business, Engineering, Computer Science, Information Systems, or a related field.
• Experience in Enterprise SaaS, industrial software, energy management,…