Job Description Summary

This position has responsibility for growing and leading a newly established Functional Advisory (FA) team within Customer Success. The FA team will serve as a centralized capability that drives post-implementation customer outcomes, ensuring customers achieve measurable value from their investments, accelerate adoption of key capabilities, and are positioned for renewal and expansion.

This is a build-and-scale leadership role requiring strategic thinking, operational rigor, customer outcome orientation, and strong cross-functional influence. The Director will define the team’s operating model, establish scalable playbooks, and lead execution in close partnership with Customer Success Managers, Professional Services, Product, and other cross-functional teams.

Job Description

Job Description and Expectations

· Build, stand up, and scale the centralized FA team, including onboarding, role clarity, capability development, and ongoing coaching of team members.

· Define and operationalize the FA engagement model, including scope of responsibilities, intake and prioritization processes, customer selection criteria, and success measures aligned to customer outcomes. The FA team operates as a centralized execution layer and extension of Customer Success, not an independent function.

· Develop and execute structured adoption and value realization strategies in close partnership with Customer Success Managers, with a strong emphasis on proactive, post-go-live engagement that accelerates adoption of key capabilities, addresses adoption gaps, and improves customer health, renewal readiness, and expansion potential.

· Establish and maintain a disciplined operating model that prioritizes work based on customer impact, including strategic accounts, at-risk customers, and growth opportunities, while preventing ad hoc requests from diluting team effectiveness.

· Design, implement, and continuously improve repeatable playbooks and value realization artifacts, including adoption guides, outcome tracking reports, and business-value-oriented customer materials that drive standardization at scale.

· Collaborate with Professional Services to ensure effective transition from implementation to adoption, while maintaining clear boundaries between FA responsibilities and billable project delivery owned by Professional Services.

· Work cross-functionally with Product, Voice of Customer, Support, and Customer Success leadership to identify recurring customer needs and translate customer insights into scalable process and product improvements.

· Navigate ambiguity, balance strategic and tactical priorities, and represent the Customer Success organization as a leader fostering a culture centered on measurable customer outcomes, proactive engagement, and scalability.

Required Qualifications:

· Bachelor’s degree from an accredited university or college or equivalent experience

· 8+ years of experience in Customer Success, Professional Services, Consulting, or other customer-facing leadership roles in a complex B2B environment.

· Demonstrated experience leading professional service teams, and working directly with customers on adoption and value realization.

· Experience working with enterprise customers and managing complex stakeholder environments.

Preferred Characteristics:

· Demonstrates a strong ability to translate product capabilities into measurable customer business value.

· Helps customers and internal teams define, measure, and communicate success outcomes in a clear and actionable way.

· Has experience building scalable operating models, repeatable processes, and standardized playbooks that improve consistency and coverage across customer segments.

· Creates structure in ambiguous environments and establishes clear governance, prioritization frameworks, and operating rhythms.

· Brings sufficient technical depth to engage credibly with customers and internal stakeholders on adoption, optimization, and value realization efforts.

· Works effectively with implementation, product, and customer-facing technical teams to support customer outcomes.

· Demonstrates strategic-level collaboration across Customer Success, Professional Services, Product, Support, and leadership teams.

· Communicates clearly and effectively with executive stakeholders, team members, and cross-functional partners.

· Balances strategy with execution, and can move from vision to operating model to measurable outcomes.

· Demonstrates a bias toward action, continuous improvement, and learning through iteration.

· Experience in SaaS or subscription-based business models, including digital customer success, scaled engagement models, or post-implementation adoption programs.

· Experience supporting strategic accounts, at-risk accounts, and renewal/expansion motions through structured customer engagement.

Additional Information

#LI-Remote - This is a remote position

Application Deadline:

 

 

For candidates applying to a U.S. based position, the pay range for this position is between $119,600.00 and $199,400.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.

 

 

Bonus eligibility: discretionary annual bonus.

 

 

This posting is expected to remain open for at least seven days after it was posted on June 10, 2026.

 

 

Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.

 

 

GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.