Associate Customer Success Manager

Johnson Controls • Chicago, IL

8d • $73,000 - $101,000 • Hybrid

About The Position

Sensormatic Solutions, a Johnson Controls business, helps retailers make smarter decisions through data, analytics, and connected technologies. 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. The Associate Customer Success Manager serves as a trusted advisor and traffic intelligence subject matter expert for new and existing mid-market customers. In this role, you will build strong customer relationships, deliver actionable business insights, and help customers realize measurable value from their investment. You will partner closely with Sales, Solutions, Operations, Marketing, Finance, and Technology teams to support retention, customer satisfaction, adoption, and growth.

Requirements

• Bachelor's degree in Business, Marketing, Retail Management, Analytics, or a related field.
• Minimum of 3 years of experience in customer success, account management, customer service, consulting, or a related business function.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Word.
• Strong analytical and critical thinking skills with the ability to translate data into actionable business recommendations.
• Excellent verbal, written, and presentation communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with strong relationship-building capabilities.
• Ability to work independently while collaborating effectively across cross-functional teams.
• Ability to travel up to 10%.
• Ability to communicate effectively in person, by phone, and through virtual collaboration platforms.
• Primarily office- or remote office-based work with prolonged periods of sitting and working at a computer.

Nice To Haves

• Experience in the retail industry at either the store or corporate level.
• Experience working with analytics, traffic intelligence, retail technology, SaaS, or customer experience solutions.
• Knowledge of change management principles and customer adoption strategies.
• Experience leading customer training, business reviews, or implementation activities.

Responsibilities

• Manage ongoing relationships with assigned mid-market customers and serve as their primary point of contact.
• Deliver value-added customer support through business reviews, data analysis, reporting, training, coaching, and issue resolution.
• Develop and execute customer success plans that improve satisfaction and reduce attrition risk.
• Partner with Sales teams to define pilot objectives, success criteria, and implementation plans.
• Guide customers through pilot initiatives, including field training, performance monitoring, and best-practice implementation.
• Analyze customer business challenges and traffic data to identify actionable opportunities that improve performance and support revenue growth.
• Conduct regular meetings to review results, align solutions to customer goals, and identify future needs.
• Recognize and communicate cross-sell and upsell opportunities in collaboration with internal stakeholders.
• Act as the voice of the customer across internal departments to support continuous improvement in products, services, and customer experience.
• Maintain a working knowledge of Sensormatic systems, solutions, data architecture, and customer-facing applications.
• Support customer adoption and change management efforts throughout the pre-sale and post-sale journey.
• Perform additional duties and special projects as assigned.
• Own outcomes with accountability and integrity by following through on commitments, documenting actions clearly, and addressing risks early.
• Stay close to the customer’s work by listening carefully, understanding business priorities, and removing obstacles that stand in the way of measurable value.
• Improve every day through candid data reviews, practical problem-solving, and continuous refinement of customer success plans and pilot execution.
• Win as one team by collaborating openly with Sales, Solutions, Operations, Marketing, Finance, and Technology to deliver a consistent customer experience.
• Use a structured, data-driven approach to turn traffic intelligence into clear recommendations that customers can act on.
• Balance customer support with commercial awareness so that adoption, retention, and growth all move forward together.

Benefits

• Competitive salary and bonus plan
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level