Customer Success Manager

What you’ll do:

• Develop and execute the division’s customer success strategy, priorities, and roadmap.
• Lead the Division Sales Engineering, OEM Brand Label, and Post-Order Support teams while evolving the organization toward a lifecycle-based customer success model.
• Advocate for customer needs across the division, establishing a strong feedback loop that leverages customer interactions, performance metrics, and operational insights to identify sources of friction and drive meaningful improvements in products, processes, and customer experience.
• Establish differentiated customer engagement models that align support and resources with the division’s strategic customers and growth priorities.
• Drive cross-functional coordination that simplifies interactions, improves responsiveness, and enhances the overall customer experience.
• Proactively identify emerging risks and recurring pain points while coordinating actions that improve customer outcomes and minimize escalations.
• Own the delivery of customer support and issue resolution across the customer lifecycle.
• Lead the Division Sales Engineering organization in supporting complex customer opportunities through specification review, OEM coordination, and order quality management.
• Champion technology-enabled solutions and new ways of working that improve visibility, streamline interactions, and enhance the overall customer experience.
• Define and own customer success metrics that evaluate customer experience, support effectiveness, and commercial execution.
• Represent the customer success organization with customers, sales teams, channel partners, and internal stakeholders to build trust, alignment, and shared accountability for customer outcomes.

Qualifications:

Required (Basic) Qualifications:

• Bachelor’s degree in Business, Marketing, Engineering, or related field from an accredited institution.
• Minimum 10 years of experience in customer success, commercial leadership, business strategy, product management, sales, marketing, or related business disciplines.
• At least 3 years of experience managing direct and cross-functional reports.
• At least 2 years of experience developing and implementing organizational strategies, operating models, process improvements, or business transformation initiatives.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Preferred Qualifications:

• MBA or advanced business degree from an accredited institution.
• 3 years of experience supporting OEMs, distributors, channel partners, or complex B2B go-to-market environments.
• 3 years of experience within industrial controls, electrical, automation, or related industrial markets.
• Bilingual in English/Spanish

Skills:

• Strong strategic thinking, business acumen, and problem-solving capabilities.
• Ability to balance long-term strategic priorities with day-to-day execution.
• Strong communication, presentation, and influencing skills across all organizational levels.
• Demonstrated ability to build trust, alignment, and collaboration across functions without direct authority.
• Strong leadership, coaching, and talent development capabilities.
• Demonstrated ability to lead organizational change and build capability within a transforming commercial environment.
• Ability to identify sources of friction, anticipate risks, and develop practical business solutions.
• Ability to leverage customer, operational, and business performance data to drive decision-making and continuous improvement.
• Demonstrated intellectual curiosity and ability to rapidly learn new products, markets, and technologies.
• Experience leading customer-facing or commercial teams and cross-functional initiatives.
• Experience leading customer success, customer support, sales operations, or related customer-facing organizations.
• Experience working cross-functionally with sales, product management, engineering, operations, supply chain, customer service, and senior business leaders.
• Experience establishing performance metrics, accountability frameworks, and operating rhythms that drive business results.
• Experience developing and implementing customer success programs, customer engagement models, or lifecycle-based support strategies.
• Demonstrated customer focus and success improving customer experience, support effectiveness, ease of doing business, or customer retention.
• Proven ability to challenge legacy processes, leverage automation and AI-enabled solutions, and lead cross-functional transformation initiatives that improve customer outcomes and operational efficiency.
• Experience establishing customer success metrics, service-level expectations, and performance management frameworks.
• Experience utilizing ERP and CRM platforms such as Vista, SAP, Oracle, Salesforce, or similar systems.
• Ability to travel up to 25% annually.