Customer Success Manager (remote)
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What you'll do
- Build strong relationships with customer stakeholders and executive sponsors, serving as a trusted advisor throughout the customer lifecycle.
- Partner with customers to define success metrics and measure achievement of business outcomes.
- Lead regular business reviews to demonstrate value, track progress, and align future priorities.
- Drive product adoption and value realization by promoting best practices, new capabilities, and effective platform utilization.
- Monitor customer health, usage trends, and engagement metrics to proactively identify risks and opportunities.
- Identify and mitigate retention risks, creating action plans to improve customer satisfaction and long-term success.
- Collaborate with internal teams to support renewals and identify expansion opportunities.
- Act as the voice of the customer, managing escalations and coordinating with Product, Support, and Engineering teams to resolve issues.
- Contribute to the development and continuous improvement of Customer Success processes, playbooks, documentation, and operational best practices to drive scale and consistency.
What they're looking for
- 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, 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.
Nice to have
- Experience with CAFM, IWMS, CMMS, workplace, facilities management, or real estate technology platforms.
- Experience with SaaS customer success methodologies and customer health frameworks.
- Familiarity with customer success metrics including adoption, retention, churn, NPS, and customer health scoring.
- Experience leveraging reporting and business intelligence tools to communicate customer value and outcomes.
- Knowledge of change management and organizational adoption strategies.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Johnson Controls
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on social platforms.
What you will do
Johnson Controls is hiring! As a Customer Success Manager, you will serve as a trusted advisor to our customers, helping them achieve measurable business outcomes through effective adoption and optimization of Johnson Controls OpenBlue solutions. You will own the post-implementation customer relationship, driving value realization, executive engagement, product adoption, retention, and growth opportunities throughout the customer lifecycle.
The ideal candidate combines strategic relationship management, business acumen, technical aptitude, and a passion for delivering exceptional customer experiences. You will partner closely with customers and internal teams to ensure long-term success while proactively identifying risks and opportunities. This is a remote opportunity for candidates based in the US.
How you will do it
Build strong relationships with customer stakeholders and executive sponsors, serving as a trusted advisor throughout the customer lifecycle.
Partner with customers to define success metrics and measure achievement of business outcomes.
Lead regular business reviews to demonstrate value, track progress, and align future priorities.
Drive product adoption and value realization by promoting best practices, new capabilities, and effective platform utilization.
Monitor customer health, usage trends, and engagement metrics to proactively identify risks and opportunities.
Identify and mitigate retention risks, creating action plans to improve customer satisfaction and long-term success.
Collaborate with internal teams to support renewals and identify expansion opportunities.
Act as the voice of the customer, managing escalations and coordinating with Product, Support, and Engineering teams to resolve issues.
Contribute to the development and continuous improvement of Customer Success processes, playbooks, documentation, and operational best practices to drive scale and consistency.
What you will need
Required
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, 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.
Experience with SaaS customer success methodologies and customer health frameworks.
Familiarity with customer success metrics including adoption, retention, churn, NPS, and customer health scoring.
Experience leveraging reporting and business intelligence tools to communicate customer value and outcomes.
Knowledge of change management and organizational adoption strategies.
HIRING SALARY RANGE: $90,000 - $135,000 (salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
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