Customer Success Manager (remote)
Core
Trusted advisor driving product adoption, value realization, and retention for enterprise software customers using Johnson Controls OpenBlue solutions.
Role type
Senior Customer Success Manager (SaaS/Enterprise Software)
Builds
Customer success outcomes, retention, and expansion for OpenBlue platform users
Domain
Building systems, energy efficiency, decarbonization, data centers, healthcare, pharmaceuticals
Required skills
Strategic relationship management, business acumen, SaaS account management, Customer Business Reviews (CBRs), executive presentation, product adoption driving, risk mitigation, cross-functional collaboration
Preferred skills
CAFM/IWMS/CMMS platform experience, SaaS customer success methodologies, customer health frameworks, BI tool usage, change management strategies
Technologies
OpenBlue, CAFM, IWMS, CMMS
Responsibilities
Build relationships with customer stakeholders and executive sponsors; Define success metrics and measure business outcomes; Lead regular business reviews; Drive product adoption and value realization; Monitor customer health and usage trends; Identify and mitigate retention risks; Collaborate on renewals and expansion; Act as voice of the customer for escalations; Contribute to process improvement and documentation
Seniority
Senior, hands-on IC
