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Open nowFirst seen 4 days ago

Senior Customer Success Management

SE3,819 open roles

Where
Petaling Jaya, Selangor, Malaysia
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Your applicationOpen nowSenior Customer Success ManagementSE · Petaling Jaya, Selangor, Malaysia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on SE's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. SE postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

SE median: 1 days open

The posting

In Schneider Electric, everything we do is geared towards advancing progress and sustainability for all—our colleagues, customers, partners, and the communities and societies we serve. Whether it's through our products, software, and services that propel the digital transformation of energy management and automation, or through our corporate citizenship and volunteer activities, we make a meaningful impact by empowering people and organizations to become more resilient, electric, and digital. Which is where you come in. Working at Schneider Electric means working toward a cleaner, better world. You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions. The Role: Senior Customer Success Management The Customer Success Manager is responsible for driving customer value, long-term satisfaction, retention, and growth across assigned service accounts. Acting as the primary customer advocate, the role partners closely with customers to ensure they achieve their desired business outcomes through the organization's services and solutions. The role is accountable for customer onboarding, service adoption, stakeholder engagement, renewal management, customer health monitoring, and identifying opportunities to expand the services portfolio. The Customer Success Manager connects customers with internal service delivery teams to support strong execution and a consistent customer experience. What will you do? Customer Relationship Management Serve as the primary point of accountability for assigned service customers. Build trusted relationships with operational, technical, commercial, and executive stakeholders. Understand each customer's business priorities, operational challenges, and desired outcomes. Develop and maintain customer success plans with clear objectives, milestones, and measures of value. Lead regular customer touchpoints, service reviews, and value-realization discussions. Service Onboarding, Adoption & Value Realization Lead customer onboarding and transition activities for newly contracted services. Help customers obtain faster time-to-value through effective onboarding, usage guidance, and training. Drive adoption and utilization of contracted services, features, and available capabilities. Monitor service performance, usage, and customer outcomes; recommend actions to improve value realization. Promote relevant best practices that support operational efficiency, reliability, performance, and continuity. Customer Retention & Renewals Manage the customer lifecycle across the Adopt, Expand, and Renew stages. Proactively identify customer risks, service gaps, and signs of declining engagement; coordinate recovery plans. Develop renewal and retention strategies in partnership with Sales and Services teams. Support renewal discussions and help minimize customer churn. Ensure customer, contract, and service entitlement information is accurate to support smooth delivery and renewal. Growth & Expansion Identify opportunities for service expansion, upgrades, additional sites, and complementary solutions. Partner with Sales and service experts to qualify and progress upsell and cross-sell opportunities. Use customer insights and business outcomes to demonstrate the value of additional services. Encourage customer advocacy through references, testimonials, referrals, and success stories where appropriate. Customer Health, Insights & Business Reviews Build and track customer health metrics, including adoption, service performance, satisfaction, risks, and renewal readiness. Prepare and deliver Quarterly Business Reviews and other executive-level updates. Provide customers with relevant data insights, performance information, issue trends, and improvement recommendations. Maintain accurate account records, engagement plans, actions, risks, and opportunities in the relevant CRM system. Cross-Functional Collaboration & Escalation Management Collaborate with Service Delivery, Field Services, Technical Support, Operations, Sales, Product, and Project teams. Coordinate timely resolution of escalated customer and operational issues across multiple execution teams. Act as the internal voice of the customer and provide feedback on potential service or offer improvements. Share and implement best practices to improve customer outcomes and service delivery effectiveness. What qualifications will make you successful? Bachelor's degree in Engineering, Business, Information Technology, Operations, or a related discipline. Typically 10 or more years of relevant experience in Customer Success or project management Experience managing enterprise, strategic, or complex service customers is preferred. Experience working with recurring service contracts, managed services, digital services, maintenance services, or lifecycle services is advantageous. Proven ability to engage senior stakeholders and lead structured customer reviews. Proficiency in Microsoft Office applications and experience with a CRM platform such as Salesforce or Microsoft Dynamics 365. What’s in it for me? Global Family Leave Comprehensive medical coverage for employee and dependents Worldwide Employee Stock Ownership Hybrid work arrangement (New Ways of Working) …and more! Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page. * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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