Strategic Customer Success Manager

Rockwell Automation • Columbus, OH

3d • Remote

About The Position

Rockwell Automation is a global technology leader focused on helping manufacturers be more productive, sustainable, and agile. The Customer Success Manager manages a portfolio of site-based or multisite-based accounts, helping customers achieve intended outcomes and realize value from Rockwell Automation subscription and service contracts. The role supports adoption of technology and services, on-time renewals, and growth of Annual Recurring Revenue (ARR) within assigned accounts. It reports to a Team Lead or Regional Manager and may be performed remotely, with some travel to customer sites.

The position manages the ARR associated with contracts and software subscriptions in its account portfolio. It leads onboarding, adoption, expansion, and renewal activities using data and workflow information from customer relationship management and data tools. The manager turns data and insights into customer value, conducts Executive Business Reviews with key customer contacts, collaborates with sales and business leads to identify contract opportunities, and shares customer feedback with the portfolio team to inform service offerings.

Requirements

• Bachelor's degree.
• Legal authorization to work in the U.S.; 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 PowerBI.
• Experience working across a matrix organization.
• Work experience in the manufacturing or automation industry.

Responsibilities

• Manage a portfolio of site-based or multisite-based accounts and the ARR associated with their contracts and software subscriptions.
• Lead customer onboarding, adoption, expansion, and renewal activities using data and workflow information from 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 feedback to the portfolio team so customer feedback is incorporated into service offerings.

Benefits

• Health insurance, including medical, dental, and vision (USA).
• 401(k).
• 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, depending on the plan chosen (Canada).
• Employee Assistance Program (Canada).
• Retirement plans (Canada).
• Paid time off (Canada).
• Volunteering time off (Canada).
• Employer Savings Plan matching, including RRSP, TFSA, and EPSP (Canada).
• Employer-paid DC 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