Customer Success Manager

Johnson Controls • Chicago, IL

5d • $75,000 - $111,000 • 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Competitive salary and bonus plan
• 15 days of vacation first year
• Paid holidays/sick time
• 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: Mid Level