Strategic Customer Success Manager

Rockwell Automation • Detroit, AB

4d • Remote

About The Position

Rockwell Automation is seeking a Customer Success Manager to manage a portfolio of site-based or multisite accounts. The role helps customers achieve intended outcomes and realize value from Rockwell Automation subscription and services contracts. It drives adoption of technology and services, on-time renewals, and growth in Annual Recurring Revenue (ARR). The position reports to a Team Lead or Regional Manager and may be performed remotely, with some travel to customer sites.

The role manages the ARR target associated with contracts and software subscriptions across its account portfolio. The Customer Success Manager leads onboarding, adoption, expansion, and renewal activities using customer relationship management and data tools; translates data and insights into customer value; delivers Executive Business Reviews to key customer contacts; works with sales and business leads to identify new contract opportunities; and shares customer feedback with the portfolio team to inform service offerings.

Rockwell Automation describes itself as a global technology leader supporting manufacturers in becoming more productive, sustainable, and agile. The company has more than 28,000 employees and states its commitment to equal employment opportunity and to building a diverse, inclusive, and authentic workplace.

Requirements

• Bachelor's degree.
• For U.S. applicants, legal authorization to work in the United States; employment visa sponsorship is not available now or in the future for this opening.
• Ability to travel 10–20% of the time.

Nice To Haves

• At least 2 years of experience working with customers in a commercial or sales capacity.
• Experience increasing Annual Recurring Revenue.
• Experience with Gainsight and Power BI.
• Experience working across a matrix organization.
• Work experience in the manufacturing or automation industry.

Responsibilities

• Manage the portfolio and Annual Recurring Revenue target associated with contracts and software subscriptions for site-based accounts.
• Lead customer onboarding, adoption, expansion, and renewal activities using customer relationship management and data tools.
• Translate data and insights into customer value to increase service contracts and software subscriptions.
• Deliver Executive Business Reviews to main customer contacts.
• Work with sales and business leads to identify new contract opportunities.
• Provide customer feedback to the portfolio team so it can be incorporated into service offerings.

Benefits

• Health insurance, including medical, dental, and vision (USA).
• 401(k) (USA).
• Paid time off.
• Parental and caregiver leave.
• Flexible work schedule coordinated with the manager (USA).
• Health insurance, including medical and dental (Canada).
• Health Care Spending Account, dependent on the plan chosen (Canada).
• Employee Assistance Program (Canada).
• Retirement plans (Canada).
• Volunteering time off (Canada).
• Employer Savings Plan matching, including RRSP, TFSA, and EPSP (Canada).
• Employer-paid defined-contribution pension (Canada).
• Maternity and parental leave top-up (Canada).
• Fitness reimbursement program (Canada).

What This Job Offers

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