Customer Success Manager (remote)

Johnson Controls•Raleigh, NC

1d•$90,000 - $135,000•Remote

About The Position

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.

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, 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 Haves

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.

Responsibilities

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.