Customer Success Manager (hybrid)

About Johnson Controls

What you will do

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.

How you will do it

• 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.

What you will need

Required

• 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.

Preferred

• 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.

HIRING SALARY RANGE: $75000 - $110000 (salary to be determined by the education experienceknowledge skills and abilities of the applicant internal equity and alignment with marketdata.) This role offers a competitive Bonus plan that will take into account individual groupand corporate performance. This position includes a competitive benefits package. Theposted salary range reflects the target compensation for this role. However we recognizethat exceptional candidates may bring unique skills and experiences that exceed the typicalprofile. If you believe your background warrants consideration beyond the stated range weencourage you to apply. To support an efficient and fair hiring process we may usetechnology assisted tools including artificial intelligence (AI) to help identify and evaluatecandidates. All hiring decisions are ultimately made by human reviewers. For details pleasevisit the About Us tab on the Johnson Controls Careers site athttps:// Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age protected veteran status genetic information sexual orientation gender identity status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process please visit here.