Customer Success Manager (hybrid)

Johnson Controls, Inc.; Raleigh (NC); Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive benefits package

Bonus plan

Job summary

Johnson Controls is seeking a Customer Success Manager in the US to serve as a trusted advisor, driving value realization and post-implementation success for OpenBlue solutions. You will own customer relationships, promote adoption, and partner with internal teams to secure renewals and growth, while managing risks and opportunities across the lifecycle. This is a remote opportunity for US-based candidates and includes a competitive benefits package and bonus plan.

Qualifications

• 8+ years in customer-facing roles.
• 5+ years managing enterprise software customers or SaaS accounts.
• Proven ability to drive product adoption and business outcomes.
• Experience presenting to senior leadership.

Responsibilities

• Build relationships with customer stakeholders and sponsors.
• Define success metrics and measure outcomes.
• Lead business reviews to demonstrate value and set priorities.
• Promote platform adoption and best practices for Johnson Controls OpenBlue.
• Monitor health, usage, and engagement to identify risks and opportunities.
• Collaborate with internal teams to support renewals and expansions.
• Act as voice of the customer and coordinate with Product/Support/Engineering.
• Help scale and improve CS processes and playbooks.

Skills

Customer-facing

Enterprise software

Product adoption

CBRs

Travel up to 15%

Tools

BI tools

Job description

About Johnson Controls

Johnson Controls,a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as datacenters, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where itreally matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, weelevatecustomer performance,turn goals into real-world results andhelpmove society forward.

Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on socialplatforms.

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: $75,000 - $110,000 (salary to be determined by the education, experience,knowledge, 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, group,and 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://jobs.johnsoncontrols.com/about-us