We are looking for a motivated and customer-focused individual to join our Customer Engagement Team as a Customer Success Manager (CSM). The CSM will be the primary point of contact for assigned accounts, building, and maintaining strong relationships, addressing inquiries, resolving issues, and acting as a trusted advisor. The ideal candidate will have experience in account management, a proven track record of high customer renewal rates, technical expertise, and excellent communication skills. The CSM will collaborate with Sales, Customer Support, Product Management, and Finance teams to ensure successful service delivery.

This person will also serve as project manager for regional projects (implementations as required). This is a key opportunity for growth opportunities and impact.

Account Management

Management of regular customer touchpoints and periodic strategic account health business reviews.

Cultivate strong, lasting relationships by proactively addressing customer needs, ensuring high product adoption, and delivering continuous value and support throughout their journey.

Utilize customer usage data to gain actionable insights, offer tailored guidance, and enhance satisfaction.

Serve as a Customer Advocate: Work closely with Sales, Support, Billing, and technical teams to ensure a smooth, high-quality customer experience and swiftly address any customer issues or concerns. Confirm satisfaction and resolve issues in collaboration with professional and technical support teams.

Proactively Manage Account Risk: Provide proactively account health & potential risk early to organization, including leadership escalation, for proper risk mitigation until successful closer

Continuously develop in-depth knowledge of the company's products and services. Ex. consulting on business value use cases.

Leverage Value-Added Services: Identify and promote value-added services that can enhance the customer experience and change management options, such as consulting, customization, or additional training. Ensure customers are aware of all available resources that could further support their success with our products.

Deliver Net Revenue Retention





Maintain Revenue Base through Account Retention and Renewal: Monitor account health and address potential issues early to retain clients and drive contract renewals.

Collaborate with Sales and Professional Services Teams: Work closely with the Sales team to share customer insights and feedback, helping identify opportunities for upselling or cross-selling additional products and services. Provide Professional Services teams with valuable customer information to tailor offerings and ensure customer success. Contribute to the development of strategies to uncover new revenue opportunities from existing accounts.

Drive Upgrade and Cloud Migration Revenue: Promote and drive product upgrades and cloud migrations by demonstrating the value of additional features and services.

Exceed Performance Targets: Consistently meet or exceed key performance metrics, such as unit renewal rates and overall revenue retention. Leverage data and customer feedback to continuously improve account retention strategies and exceed revenue retention objectives.

Support Customer Return on Investment (ROI): work with customer at measuring value realized periodically to ensure ROI success & its communication to customer leadership.

Leverage Lean Methodologies for Continuous Improvement: Work to streamline processes, eliminate waste, and improve overall performance, ensuring that tools and processes are constantly evolving to meet the needs of both internal teams and customers. Voice of the Customer for Product Innovation: Act as the primary advocate for your customer, gathering and conveying customer feedback to Product Management, Marketing, and Sales teams. Highlight opportunities for product innovation and improvements, particularly focusing on enhancing user experience,



expanding product capabilities, and introducing new features that meet the evolving needs of large-scale customers.

Ensure Customer Engagement and Adoption: Provide input into the development of global customer engagement strategies that encourage rapid adoption, high usage velocity, and sustained customer success. Bachelor's degree or higher in Engineering, Computer Science, Chemical Engineering, Pharmacy, or a related field.

Experience: Project management experience , particularly in asset-intensive industries (Oil & Gas, Chemical, Power Generation). Experience with EAM, APM, and/or Predictive Analytics solutions is a plus.

Excellent verbal and written communication skills, able to convey technical information to non-technical stakeholders.

Leadership: Strong leadership capabilities to guide cross-functional teams and motivate toward project goals.

Project Management Certification: PMP or equivalent is preferred.

Industry Knowledge: Familiarity with industry standards and regulations in Oil & Gas, Chemical, and Power Generation.

Risk Management: Ability to assess project risks and develop mitigation strategies.

Client Relationship Management: Proven ability to maintain strong relationships with clients.

Data Analysis: Proficiency in data analysis tools for assessing project performance and driving improvements.

Proficient with MS Office Suite; experience with Gainsight and Salesforce is a plus.

Customer Success Focus: Empathy for customers with a focus on revenue growth, including knowledge of recurring revenue models (e.g., SaaS, subscription services).

For roles outside of the USA- This role requires advanced experience in the Services & Digital Success Management. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).

For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

Relocation Assistance Provided: Yes

📌 Customer Success & Services Manager (Permanent) (Bengaluru)
🏢 GE Vernova
📍 Bengaluru