As a Customer Success Manager, you will serve as a trusted advisor to both new and existing customers, helping them maximize the value of Sensormatic solutions while driving retention, adoption, and growth.
What you will doIn this role, you will partner closely with Regional Sales Managers, Mid-Market Sales Managers, and cross-functional teams to understand customer objectives, deliver actionable insights, support pilot programs, and ensure customers achieve measurable business outcomes. The ideal candidate combines strong relationship management skills with analytical thinking, customer advocacy, and a passion for helping customers succeed.
How you will do it- Retain and grow customer revenue through proactive account management, routine business reviews, reporting analysis, user training, and data utilization coaching.
- Develop and execute strategic account plans that drive customer satisfaction, reduce attrition risk, and support long-term partnerships.
- Partner with sales teams before and after the sale to define pilot program objectives, establish success criteria, and support implementation activities.
- Lead customers through pilot evaluations, including field training, adoption strategies, and best-practice recommendations to support broader deployment opportunities.
- Identify expansion and upsell opportunities by understanding customer business needs and coordinating with internal stakeholders.
- Conduct regular customer meetings to evaluate business performance, adoption metrics, and future solution requirements.
- Manage a portfolio of enterprise retail customers, including organizations operating 75+ store locations.
- Serve as the primary customer advocate and collaborate across Solutions, Marketing, Finance, Operations, and Technology teams to address customer needs and improve outcomes.
- Maintain knowledge of Sensormatic solutions, system functionality, and customer-facing data workflows.
- Support additional leadership initiatives and cross-functional projects as assigned.
- Demonstrate Johnson Controls values through accountability, customer focus, integrity, collaboration, innovation, and continuous improvement.
What we look forRequired- Bachelor's degree in Business, Marketing, Management, or a related field.
- Minimum of 6 years of experience in customer success, account management, customer service, consulting, or other business-related roles.
- Strong proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
- Excellent verbal, written, and presentation communication skills.
- Strong analytical and critical-thinking abilities with experience interpreting customer data and business trends.
- Demonstrated ability to build trusted customer relationships and influence stakeholders at multiple levels.
- Strong organizational skills with the ability to manage multiple priorities and work independently.
- Ability to travel up to 25%.
- Ability to work effectively in a fast-paced, customer-focused environment.
- Flexibility to support occasional evening or weekend business needs.
Preferred- MBA or advanced business degree.
- Retail industry experience at the store, district, regional, or corporate level.
- Experience supporting enterprise retail accounts.
- Experience driving customer adoption, retention, expansion, or recurring revenue initiatives.
- Familiarity with data analytics, reporting platforms, and customer success best practices.
HIRING SALARY RANGE: $75,000-$111,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) 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:
https://jobs.johnsoncontrols.com/about-us
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