Customer Success Manager (remote)

Johnson Controls, Inc.; Raleigh, Northern (NC, KY); Hybrid; USD 90,000 - 135,000; Full time

Job summary

Johnson Controls is hiring a Customer Success Manager. You will serve as a trusted advisor to our customers, driving value realization, post‑implementation adoption of OpenBlue solutions, and growth opportunities throughout the lifecycle.

This is a remote opportunity for US-based candidates. You will build executive relationships, define success metrics, lead business reviews, monitor health trends, and collaborate with Product, Support, and Engineering to resolve issues and expand renewals.

Qualifications

• 8+ years of experience, with at least 5 in customer-facing roles.
• 5+ years managing enterprise software customers or SaaS accounts 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 travel up to 15%.
• US Citizen or Permanent Resident; sponsorship not available.

Responsibilities

• Serve as a trusted advisor to customers throughout the lifecycle.
• Own post-implementation relationship and drive value realization, executive engagement, and growth opportunities.
• Define success metrics with customers and measure achievement of outcomes.
• Lead regular business reviews to demonstrate value and align future priorities.
• Promote product adoption and best practices to realize platform value.
• Monitor health, usage trends, and engagement to identify risks and opportunities.
• Collaborate with internal teams to support renewals and expansion.
• Act as the voice of the customer and coordinate with Product, Support, and Engineering to resolve issues.
• Contribute to scalable customer success processes and playbooks.

Skills

Customer-facing

SaaS

Analytical

Problem solving

Travel ready

Tools

CAFM/IWMS/CMMS

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: $90,000 - $135,000 (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. To support an efficient and fair hiring process, we may use technology 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