Customer Success Manager

Johnson Controls; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Johnson Controls is seeking an OpenBlue Customer Success Manager to partner with customers and deliver value across the lifecycle. You will drive outcomes, onboard new clients, train users, monitor usage, and act as the voice of the customer for product teams.

The role emphasizes cross-functional collaboration, strong relationship management, and the ability to thrive in a matrix organization within a complex building technology environment in the United Kingdom.

Qualifications

• Bachelor’s degree in engineering, business, or a related field.
• 5+ years in HVAC, building automation, or energy management.
• Hands-on experience with OT in medium to large facilities.
• Experience delivering user training and product demonstrations.
• Excellent communication skills with customers and partners.
• Strong enterprise customer relationship management track record.
• Organizational skills to manage multiple customers.
• Work authorization to work in the United Kingdom.

Responsibilities

• End-to-end delivery of customer value for OpenBlue solutions.
• Customer onboarding, kickoff calls and milestone reviews.
• Train end users on the OpenBlue value framework and success metrics.
• Share product training resources and support processes.
• Validate scope completion per contract and customer needs.
• Provide customers with guided product tours after delivery.
• Adoption: become a trusted advisor and monitor usage analytics.
• Advocacy: review issues, provide triage, and capture customer feedback.
• Retention & Growth: ensure success, identify further value opportunities.

Skills

Excellent communication

Customer relationship management

Project management

Cross-functional collaboration

Matrix organization leadership

OT / building systems knowledge

Education

Bachelor’s degree in engineering, business, or related field

Job description

What You Will Do

OpenBlue is a complete suite of AI-enabled smart building software solutions that delivers impactful outcomes in energy efficiency and sustainability, equipment uptime, facilities team productivity, workplace planning, and workplace experiences that combines Johnson Controls’ 140 years of building expertise with cutting-edge technology. We are seeking an OpenBlue Customer Success Manager to partner with customers to deliver value. You will drive successful outcomes for customers and serve as a key consultant throughout the entire customer lifecycle. This is a great opportunity for someone who likes a challenge, is comfortable with a start-up environment in a large company, and open to growing the position as we grow as our business.

How You Will Do It

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  Responsible for end-to-end delivery of customer value for OpenBlue solutions

  
  


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  Customer Onboarding

  
  
  
  
  • Participate in customer kick-off and key deployment milestone calls
  
  
  • Understand customer personas, end users, use cases and goals; Ask questions to become deeply familiar with your customers’ businesses challenges
  
  
  • Train end users on the OpenBlue customer value framework and success metrics to be measured
  
  
  • Share product training resources and technical support processes
  
  
  • Validate the completion of scope as per contract and customer needs
  
  
  • Provide customers with a guided product tour after delivery
  
  
  
  


• 
  

  Adoption

  
  
  
  
  • Become a trusted advisor by helping customers to understand and use the product to achieve business outcomes, including end users as well as internal and external channel partners
  
  
  • Monitor product usage analytics and provide feedback to customers.
  
  
  • Establish 30-60-90 day check-ins for new customers followed by regular touchpoints to discuss adoption, issues, and value creation
  
  
  
  


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  Advocacy (Build trust / transparency)

  
  
  
  
  • Review any open issues / technical support tickets with customers
  
  
  • Provide initial triage, basic support, and customer training to resolve problems quickly, leveraging technical support teams as needed
  
  
  • Monitor customer health and value delivered; Conduct Net Promoter Score (NPS) surveys and ensure all feedback loops are closed
  
  
  • Participate in Customer Business Reviews (QBRs) in partnership with digital commercial account managers.
  
  
  • Serve as the voice of the customer and share feedback with Product Management and Commercial teams on how we can better serve customers
  
  
  
  


• 
  

  Retention and Growth

  
  
  
  
  • Ensure we are meeting customers’ definition of success
  
  
  • Identify other opportunities to provide value
  
  
  • Drive new business growth by earning favorable customer references
  
  
  
  

What we look for

Required

• Bachelor’s degree in engineering, business, or a related field.


• 5+ years recent experience in HVAC systems, building automation systems, energy management solutions, facility management, or building maintenance services


• Hands-on experience working with installation, deployment, or use of Operational Technologies (OT) in medium to large facilities


• Experience delivering user training, product demonstrations, and addressing operational questions to drive end results


• Excellent communication skills, both written and verbal, to work with customers or partners across operational and senior levels


• Strong track record in customer relationship management with enterprise customers


• Extremely organized project management skills to manage multiple customers in your portfolio


• Demonstrated ability to lead within a matrix organization


• Experience driving process improvements to enhance customer satisfaction


• Candidates must already have a work authorization that would permit them to work for Johnson Controls in the United Kingdom.

Preferred

• Experience with smart building software and/or energy management systems


• Certified Energy Manager® (CEM) certification (Association of Energy Engineers)


• Certified Measurement & Verification Professional (CMVP) certification

The role may include up to 10% travel