Customer Success Operations Jobs in Boston, MA

INTRODUCTION

For this U.S. based position, the expected compensation range is $117,000 - 176,000 per year, which includes base pay and short-term incentive.

The compensation range for this full-time position applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Within the salary range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits), flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

You must submit an online application to be considered for the position. The Company will accept applications on an ongoing basis until the position is filled.

ROLE AND RESPONSIBILITIES

We are seeking an experienced Customer Success Manager (CSM) to own and grow a portfolio of high-value, strategic accounts. This role operates at both executive and operational levels, ensuring customers achieve measurable business outcomes from our CPMS platform. This individual will serve as a trusted advisor, ensuring customers successfully deploy, adopt, and maximize value from our platform. The ideal candidate is experienced in managing complex SaaS deployments, navigating multi-stakeholder environments, technical account management, or EV/energy technology, and driving long-term retention and expansion within enterprise accounts.

Key Responsibilities

Strategic Account Ownership:

• Serve as the executive-level relationship owner for assigned enterprise accounts
• Build multi-threaded relationships across operations, IT, finance, and executive leadership
• Develop and execute strategic account plans aligned to customer business objectives
• Conduct Business Reviews (BRs) with senior stakeholders to align platform usage with customer goals

Operational Performance & Optimization:

• Monitor key enterprise KPIs
• Proactively identify risk signals and implement mitigation plans
• Collaborate with technical teams on complex escalations and coordinate cross-functional resolution

Revenue Retention & Expansion:

• Own gross and net revenue retention within assigned accounts
• Lead renewal strategy and negotiation support
• Identify and drive expansion opportunities (additional sites, new geographies, advanced modules, API integrations, value-added services)
• Maintain accurate forecasting and executive visibility into account health
• Drive enterprise-wide adoption of advanced CPMS features (load management, reporting, APIs, roaming integrations, payment systems)

Customer Advocacy & Voice of the Customer:

• Translate enterprise customer needs into actionable product insights
• Partner with Product and Engineering on roadmap alignment
• Represent customer priorities internally to influence strategic decisions

BASIC QUALIFICATIONS

Required:

• 5+ years of experience in Customer Success, Strategic Account Management, or Technical Account Management within a SaaS or IoT platform environment
• Proven experience managing complex, enterprise accounts
• Strong understanding of enterprise software integrations, APIs, data reporting, and system interoperability
• Demonstrated ability to influence executive stakeholders and drive strategic conversations
• Experience managing contract renewals and expansion within enterprise clients

PREFERRED QUALIFICATIONS

• Experience in EV charging, energy infrastructure, utilities, fleet management, or IoT-connected systems
• Familiarity with OCPP, OCPI, roaming networks, billing/payment systems, or utility integrations
• Experience working with regulated or compliance-driven industries

Core Competencies

• Executive presence and consultative leadership
• Strategic thinking and long-term account planning
• High accountability and ownership
• Strong analytical and KPI-driven decision-making
• Ability to manage complexity across distributed assets and stakeholders
• Exceptional communication and negotiation skills

COMPENSATION

• Salary Range: $117,000 - 176,000 per year

EEO STATEMENT

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.

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.