Customer Success Manager at Itron in Chicago, IL

Job description

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. Reporting to the Director of Customer Success, the Customer Success Manager (CSM) nurtures, guides, and grows relationships across a portfolio of utility customers and their contractor networks. In this role, you will bring innovative Utilities & Energy technology solutions to life for customers, ensuring they feel supported, heard, and equipped to achieve meaningful business outcomes. As a trusted, customer-centric partner throughout the customer journey, you will help customers realize and exceed the value drivers and KPIs established across their lifecycle. You will collaborate across teams and model an authentic, accountable, agile, collaborative, and innovative approach focused on long-term customer success and shared impact. Duties & Responsibilities Manage and grow a portfolio of enterprise utility customers by building trusted, long-term partnerships that support adoption, renewals, measurable value realization, and sustainable growth. Navigate complex, matrixed organizations to identify key stakeholders, understand business priorities, and build collaborative relationships that deepen customer engagement and commitment. Co-create Success & Engagement Plans aligned to each customer’s goals, priorities, constraints, and agreed-upon measures of success. Lead customer engagements, including Quarterly Business Reviews, best-practice workshops, executive briefings, and regular check-ins, creating opportunities for open dialogue, feedback, and collaborative problem-solving. Proactively identify and address risks to adoption, renewals, relationships, and customer outcomes with an accountable, agile, and solutions-oriented approach, engaging the right internal partners early. Serve as a trusted primary point of contact and escalation path for customers, providing timely, transparent communication and driving issues toward effective resolution. Monitor customer health and value realization through product usage, satisfaction metrics, feedback, and NPS results, translating insights into clear and actionable next steps. Provide regular account updates to internal stakeholders, creating transparency, alignment, and shared accountability across cross-functional teams. Champion the voice of the customer across Development, Product Management, Professional Services, Sales, Marketing, and Support to strengthen a collaborative, customer-centric, and innovative culture. Lead remote and in-person customer meetings to understand evolving business requirements and identify opportunities to expand value, adoption, and growth. Contribute to onboarding, education, and enablement materials that help customers and internal teams confidently adopt and maximize the value of our solutions. Model our values by being customer-centric, authentic, accountable, agile, collaborative, and innovative in how you build relationships, solve problems, and deliver results. Required Skills & Experience 5+ years of experience supporting large enterprise customers in Customer Success, Account Management, or a related customer-facing role. Strong understanding of SaaS and Customer Success practices, including lifecycle management, adoption, renewals, customer health, and value realization. Proven experience partnering with executive-level stakeholders and guiding complex initiatives with clarity, authenticity, and accountability. Strategic and analytical problem-solver who can evaluate multiple perspectives, adapt to changing priorities, and translate insights into action. Excellent communication and interpersonal skills, with demonstrated ability to listen, build trust, and adapt communication for diverse internal and external audiences. Experience working in the Utilities, Energy, infrastructure, or a related industry, with an understanding of complex customer environments. Ability to