Customer Success Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as a reliable advisor to customers utilizing Johnson Controls OpenBlue solutions.

• Take ownership of the post-implementation customer relationship for the entire customer lifecycle.

• Facilitate value realization, engage with executives, promote product adoption, and explore retention and growth opportunities.

• Cultivate relationships with customer stakeholders and executive sponsors.

• Establish success metrics and evaluate business outcomes together with customers.

• Conduct regular business reviews to showcase value, monitor progress, and align future objectives.

• Advocate for best practices, new capabilities, and efficient platform usage.

• Track customer health, usage trends, and engagement metrics.

• Recognize and address retention risks while developing action plans.

• Collaborate with internal teams to assist with renewals and identify opportunities for expansion.

• Handle escalations and coordinate with Product, Support, and Engineering teams to resolve issues.

• Enhance Customer Success processes, playbooks, documentation, and operational best practices.

⛳️ Requirements

• Over 8 years of experience, with a minimum of 5 in customer-facing roles.

• More than 5 years of experience managing enterprise software customers, SaaS accounts, implementations, or customer success initiatives.

• Demonstrated ability to foster product adoption, customer engagement, and achieve business outcomes.

• Experience in conducting Customer Business Reviews (CBRs) and presenting to senior leadership.

• Strong analytical and problem-solving abilities.

• Capacity to manage multiple priorities and navigate complex customer environments.

• Willingness to travel up to 15% of the time.

• Must be a US Citizen and/or Permanent Resident; sponsorship is not available.

• Preferred: Experience with CAFM, IWMS, CMMS, workplace, facilities management, or real estate technology platforms.

• Preferred: Familiarity with SaaS customer success methodologies and customer health frameworks.

• Preferred: Understanding of customer success metrics such as adoption, retention, churn, NPS, and customer health scoring.

• Preferred: Experience utilizing reporting and business intelligence tools to convey customer value and outcomes.

• Preferred: Knowledge of change management and strategies for organizational adoption.

🏝️ Benefits

• Competitive bonus plan based on individual, group, and corporate performance.

• Comprehensive benefits package.

• Equal employment opportunity.

• Disability accommodation available during the application process.