Customer Success Manager

Rockwell Automation; Ireland; Hybrid; EUR 75,000 - 95,000; Full time

Job summary

A global technology leader is looking for a Customer Success Manager to manage site-based accounts and ensure effective technology adoption. The role requires 8 years of customer management experience and collaboration across teams. You will work hybrid in Cork or Dublin, Ireland, and have the chance to lead negotiations and drive customer value. Our benefits package includes volunteer time off, digital course access, and wellness programs.

Benefits

Volunteer Paid Time off

Donation matching program

On-demand digital course library

Premium mindfulness programs

Employee Assistance Program

Personalized wellbeing programs

Qualifications

• 8 years working with customers in a commercial or technical capacity.
• Knowledge on how services are organized and delivered.
• Independent knowledge in one or more industry/application.

Responsibilities

• Manage large multi-region accounts.
• Lead customer through complex journeys.
• Achieve contract retention goal.
• Foster a cohesive team environment.

Skills

Customer management

Technical knowledge

Communication

Negotiation

Cross-functional collaboration

Education

University Degree

Tools

Gainsight

Salesforce

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers – amazing companies that help feed the world, provide life‑saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you, we would love to have you join us!

Job Description

Rockwell Automation is looking for a Customer Success Manager who will manage a portfolio of site‑based accounts to ensure that they achieve their business outcome with Rockwell Automation’s subscription and services contracts. You will ensure effective technology and services adoption that leads to high renewal rates and expansion of annuity‑based contracts and subscriptions.

You will report to the Sub Regional Customer Success Manager Northern Region.

You will work hybrid in Cork or Dublin, Ireland.

Your Responsibilities

• Manage large multi‑region accounts
• Lead customer through complex journeys involving our wide portfolio of services
• Manage Annual Recurring Revenue (ARR) target associated to all contracts within portfolio of site‑based accounts
• Use data and workflow information from Customer Success Platform (Gainsight) to implement Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolio
• Use DCRM (or Salesforce) to maintain active renewals
• Translate available customer data contained within Customer Success Platform and other sources into value delivered to customer and insights about potential future benefits
• Communicate value delivered to customer on a periodic schedule using Quarterly Business Review (QBR) methodology and other means of communication/cadences
• Demonstrated growth within existing account for both annual recurring revenue and general Rockwell business
• Achieve contract retention goal
• Understand customer data and insights to recommend changes or additions to existing contract that can improve the outcomes a customer can obtain. Use such recommendations to initiate an Expand Motion with Sales
• Foster a cohesive team environment with Sales, Delivery and Channel Partners on behalf of customer. Collaborate cross‑functionally and with team members to provide a customer experience
• Provide feedback to the portfolio team to ensure customer feedback is built into service offerings
• Take ownership in overall development including technical, commercial and personal by having a documented plan
• Lead negotiation conversations with executives

The Essentials – You Will Have

• University Degree
• 8 years working with customers in a commercial or technical capacity
• Knowledge on how services are organized and delivered
• Independent knowledge in one or more industry/application

The Preferred – You Might Also Have

• Financial knowledge
• Commercial knowledge

What We Offer

Our benefits package includes …

• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation
• On-demand digital course library for professional development
• Comprehensive mindfulness programs with a premium membership to Calm
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program

… and other local benefits!

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.