Customer Success Manager – Cybersecurity

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Oversee a collection of enterprise and site-based accounts linked to Rockwell's OT cybersecurity solutions.

• Ensure that customers achieve their business objectives through Rockwell Automation's subscription and service agreements.

• Promote the adoption of technology and services to enhance renewal rates and expand annuity-based contracts and subscriptions.

• Manage the strategy for Annual Recurring Revenue growth related to cybersecurity contracts and software subscriptions.

• Utilize Gainsight Customer Success Platform data and workflows to implement onboarding, adoption, expansion, and renewal processes.

• Convert customer data into value delivered via service contracts and software subscriptions.

• Convey the value delivered to participating sites using the QBR methodology and other communication strategies.

• Consolidate and present QBRs at the corporate customer level.

• Suggest modifications or additions to contract and subscription scopes to enhance customer outcomes and stimulate expansion efforts with Sales.

• Document the effectiveness of initiatives.

• Promote collaboration with Sales, Delivery, and Distributor teams to enhance the customer experience.

• Provide feedback to the portfolio team to ensure customer insights shape service offerings.

• Work with the business unit on ongoing customer experience enhancement programs.

• Report to the Software Customer Success Leader.

⛳️ Requirements

• Bachelor's Degree or equivalent years of relevant professional experience.

• Legal authorization to work in the US is mandatory.

• Willingness to travel up to 20% of the time.

• Familiarity with cybersecurity products and service offerings in the OT domain.

• 5+ years of work experience, including experience engaging with customers in either a commercial or technical role.

• Ability to collaborate with cross-functional teams.

• Experience in understanding customer purchasing behaviors and processes.

• Knowledge of how services are structured and delivered.

• Capability to inspire and work with others to ensure customer success.

• Commercial acumen and the ability to build trust and collaborate with sales teams.

• Proficiency in developing, communicating, and executing a services ARR strategy at a corporate level.

• Ability to understand customer needs and deliver strategic value to them.

🏝️ Benefits

• Health Insurance including Medical, Dental, and Vision.

• 401k.

• Paid Time Off.

• Parental and Caregiver Leave.

• Flexible Work Schedule that allows you to coordinate with your manager for a schedule that accommodates your personal life.