Customer success manager

Eaton's Industrial Controls Division (ICD) is undergoing a significant transformation, and customer success plays a critical role in improving customer outcomes by combining proactive support, technical expertise, and customer advocacy to deliver value throughout the customer lifecycle. This evolution requires building a more connected ecosystem focused on customer success. The Customer Success Manager serves as the strategic leader responsible for improving how customers interact with the division, reducing customer friction, and continuously improving the capabilities and processes that enhance customer experience.

The Customer Success Manager leads the division’s customer success organization, including the Division Sales Engineering, OEM Brand Label, and Post-Order Support teams, while driving the evolution toward a lifecycle-based customer success model. Working closely with Sales, Product Management, Engineering, Manufacturing, Supply Chain, and Customer Service, this role helps ensure customer requirements are translated into executable solutions and enables customers to engage with the division with greater ease and confidence.

This position has the flexibility to be remote within the Continental United States. The expected annual salary range for this role is $146000 - $215000 a year. This position is also eligible for a variable incentive program. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

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.

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The application window for this position is anticipated to close on 10/23/2026.

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