Customer Success Manager

Johnson Controls; Birmingham; On-site; GBP 45,000 - 67,000; Full time

Benefits offered by this job

Competitive salary

Career development

Professional training

Collaborative environment

Smart building technology

Job summary

Johnson Controls is seeking a Customer Success Manager in the United Kingdom to act as the primary contact for assigned customers and ensure they derive maximum value from our digital control and building automation solutions.

You will foster strong relationships, coordinate with support, sales, service, and operations, and drive satisfaction and retention while identifying opportunities for service expansion and continuous improvement.

Qualifications

• University degree or equivalent combination of education and experience.
• Minimum of 3 years' experience in customer success, account management, technical support, or a related customer-facing role.
• Strong relationship-building and stakeholder management skills.
• Experience managing customer inquiries, complaints, and escalations.
• Excellent communication, presentation, and problem-solving abilities.
• Ability to understand and discuss technical solutions with customers.
• Strong organisational skills and ability to manage multiple priorities.
• Proficiency with CRM systems and Microsoft Office applications.

Responsibilities

• Serve as the trusted advisor and primary contact for assigned customer accounts.
• Develop and maintain strong customer relationships to enhance satisfaction and retention.
• Manage customer inquiries, complaints, and service requests through to resolution.
• Proactively monitor customer accounts to identify risks, opportunities, and areas for improvement.
• Coordinate with technical support and engineering teams to resolve complex customer issues.
• Document customer interactions, actions, and resolutions accurately within CRM systems.
• Conduct regular customer reviews and business updates to ensure objectives are being achieved.
• Support customer onboarding, adoption, and ongoing engagement initiatives.
• Escalate critical issues appropriately and ensure timely communication throughout the resolution process.
• Identify opportunities to expand customer value through additional services, solutions, and best practices.

Skills

Relationship building

Stakeholder management

Communication

Problem solving

Technical discussion

Education

University degree or equivalent

Tools

CRM systems

Microsoft Office

Job description

What You Will Do

As a Customer Success Manager, you will be the primary point of contact for customers, ensuring they achieve maximum value from our digital control and building automation solutions. You will build strong customer relationships, proactively manage service and support activities, and drive customer satisfaction and retention. Working closely with technical support, sales, service, and operations teams, you will help customers resolve challenges, optimize system performance, and identify opportunities for continuous improvement. Your ability to combine technical understanding with exceptional customer relationship management will be key to delivering a world-class customer experience.

What We Offer

• Competitive salary and benefits package
• Career development and progression opportunities
• Ongoing training and professional development
• Collaborative and inclusive work environment
• Opportunity to work with industry-leading building automation and smart building technologies
• Access to global resources and expertise

How You Will Do It

• Serve as the trusted advisor and primary contact for assigned customer accounts.
• Develop and maintain strong customer relationships to enhance satisfaction and retention.
• Manage customer inquiries, complaints, and service requests through to resolution.
• Proactively monitor customer accounts to identify risks, opportunities, and areas for improvement.
• Coordinate with technical support and engineering teams to resolve complex customer issues.
• Document customer interactions, actions, and resolutions accurately within CRM systems.
• Conduct regular customer reviews and business updates to ensure objectives are being achieved.
• Support customer onboarding, adoption, and ongoing engagement initiatives.
• Escalate critical issues appropriately and ensure timely communication throughout the resolution process.
• Identify opportunities to expand customer value through additional services, solutions, and best practices.

What We Are Looking For

Required

• University degree or equivalent combination of education and experience.
• Minimum of 3 years' experience in customer success, account management, technical support, or a related customer-facing role.
• Strong relationship-building and stakeholder management skills.
• Experience managing customer inquiries, complaints, and escalations.
• Excellent communication, presentation, and problem-solving abilities.
• Ability to understand and discuss technical solutions with customers.
• Strong organisational skills and ability to manage multiple priorities.
• Proficiency with CRM systems and Microsoft Office applications.

Preferred

• Experience within building automation systems (BAS), building management systems (BMS), HVAC controls, or related technology industries.
• Knowledge of digital controls, connected building solutions, or smart building technologies.
• Experience working within a service-driven or technical support environment.
• Customer Success, Account Management, or Project Management certifications.

About Us

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we deliver innovative solutions that help create smarter, healthier, and more sustainable buildings. Our global team is committed to creating exceptional customer experiences and helping our customers achieve their operational and sustainability goals through innovative technology and services.