Customer Success Manager

HESCO•Rocky Hill, CT

About The Position

As a Customer Success Manager, you will serve as a strategic partner to customers who have invested in Annual Recurring Revenue (ARR) service contracts and software subscriptions. You will manage a portfolio of accounts, ensuring customers achieve their desired outcomes, realize measurable value, and remain satisfied throughout the lifecycle of their service contract engagement. This role follows the LAER (Land, Adopt, Expand, Renew) customer success methodology, guiding customers from initial onboarding through adoption, growth, and long-term retention. Why This Role Matters The Customer Success Manager plays a critical role in driving long-term customer value by ensuring successful adoption, measurable outcomes, and continued growth—directly impacting recurring revenue, customer loyalty, and overall business success.

Requirements

Proven experience in Customer Success, Account Management, or similar roles
Experience managing ARR, SaaS, or subscription-based business models
Strong analytical mindset with ability to interpret customer data and usage patterns
Excellent communication and relationship-building skills
Ability to respond quickly to customer needs with a high level of professionalism
Self-motivated with the ability to work independently in a fast-paced environment
Customer-centric mindset
Strategic thinking and execution
Strong problem-solving skills
Cross-functional collaboration
Organizational and time management skills
High School or GED required
Excellent interpersonal, written, verbal, and analytical skills
Embody our HESCO P.R.I.D.E. (Passion – Respect – Initiative – Dependability – Ethical) core tenants
Work well independently and with a team

Nice To Haves

Familiarity with Rockwell Automation services, software offerings, or industrial automation environments (preferred)
Demonstrated ability to grow accounts and increase annual recurring revenue
4 Year / Bachelor Degree preferred
Degree in business of a technical discipline preferred

Responsibilities

Account Ownership & ARR Management
Own and manage a portfolio of customer accounts with associated ARR targets
Drive retention, renewal, and expansion within assigned accounts
Develop and execute account plans aligned to customer goals and business outcomes
LAER Execution (Land, Adopt, Expand, Renew)
Land: This is a Sales function and Customer Success takes over once the contract is “landed”
Adopt: Drive service adoption through customer training, engagement, and best practices
Expand: Identify and develop upsell and cross-sell opportunities based on customer needs and usage insights
Renew: Lead proactive renewal strategies to maximize retention, mitigate churn risk and drive towards on-time renewals
Customer Engagement & Value Realization
Conduct regular Quarterly Business Reviews (QBRs) to communicate value delivered and align on future objectives
Translate customer usage data and KPIs into clear business value and ROI
Align product and service capabilities with customer goals to increase satisfaction and outcomes
Relationship Management
Build and maintain strong trust-based relationships with key stakeholders across customer organizations
Serve as the primary point of contact for customer success-related activities
Act as a customer advocate internally to ensure needs are understood and addressed
Growth & Collaboration
Partner with Specialists and Account Managers to identify expansion opportunities
Collaborate cross-functionally (sales, support, services, training) to deliver a seamless customer experience
Proactively identify risks and develop mitigation plans to ensure customer success
Operational Support & Order Management
Enter and manage service-related orders in the company ERP system
Coordinate and confirm service orders with Vendors to ensure accuracy and alignment
Track order status, resolve discrepancies, and ensure timely processing and communication
Serve as a liaison between customers, internal teams, and Vendors for order-related activities
Data, Insights & Reporting
Monitor customer health, usage trends, and engagement metrics
Maintain accurate account data and activity in CRM systems
Provide insights and forecasts related to renewals, churn risk, and growth opportunities