Customer Success Manager

🔥 15 hours ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $90k - $135k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Johnson Controls

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1885

🏗️ Construction

🏥 Healthcare

📦 Logistics

Construction • Healthcare • Logistics

Johnson Controls is a global leader in creating smart building technologies, software, and services. With over 100,000 employees across 150 countries, the company offers the world's largest portfolio in HVAC equipment, building automation, and control systems. Their innovative solutions include industrial refrigeration, fire detection, and security systems, enhancing efficiency and sustainability. Johnson Controls is committed to helping customers achieve their sustainability goals with technologies like OpenBlue, which provides real-time data visibility and management systems for optimizing building performance. Their services span from digital solutions for energy management to advanced security and fire safety systems.

📋 Description

• Serve as a trusted advisor to customers using Johnson Controls OpenBlue solutions • Own the post-implementation customer relationship throughout the customer lifecycle • Drive value realization, executive engagement, product adoption, retention, and growth opportunities • Build relationships with customer stakeholders and executive sponsors • Define success metrics and measure business outcomes with customers • Lead regular business reviews to demonstrate value, track progress, and align future priorities • Promote best practices, new capabilities, and effective platform utilization • Monitor customer health, usage trends, and engagement metrics • Identify and mitigate retention risks and create action plans • Collaborate with internal teams to support renewals and identify expansion opportunities • Manage escalations and coordinate with Product, Support, and Engineering teams to resolve issues • Improve Customer Success processes, playbooks, documentation, and operational best practices

🎯 Requirements

• 8+ years of experience, with at least 5 in customer-facing roles • 5+ years of experience managing enterprise software customers, SaaS accounts, implementations, or customer success programs • Proven ability to drive product adoption, customer engagement, and business outcomes • Experience conducting Customer Business Reviews (CBRs) and presenting to senior leadership • Strong analytical and problem-solving skills • Ability to manage multiple priorities and complex customer environments • Able to travel up to 15% • US Citizen and/or Permanent Resident of the US; sponsorship is not available • Preferred: Experience with CAFM, IWMS, CMMS, workplace, facilities management, or real estate technology platforms • Preferred: Experience with SaaS customer success methodologies and customer health frameworks • Preferred: Familiarity with customer success metrics including adoption, retention, churn, NPS, and customer health scoring • Preferred: Experience leveraging reporting and business intelligence tools to communicate customer value and outcomes • Preferred: Knowledge of change management and organizational adoption strategies

🏖️ Benefits

• Competitive Bonus plan based on individual, group, and corporate performance • Competitive benefits package • Equal employment opportunity • Disability accommodation during the application process