OpenBlue Customer Success Manager (remote)

Johnson Controls; Milwaukee (WI); Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company in building technology is seeking an OpenBlue Customer Success Manager to ensure customer satisfaction and drive success with their innovative solutions. This remote role requires a Bachelor's degree and significant experience in Customer Success, emphasizing collaboration and customer engagement.

Qualifications

• 5+ years in a Customer Success role in a B2B and SaaS environment.
• Experience building and scaling Customer Success teams.
• Proven success in driving programs and process improvements.

Responsibilities

• Lead a culture of Customer Success ensuring optimal customer experience.
• Collaborate with sales partners to execute customer success strategy.
• Achieve customer KPIs and SLAs to drive success outcomes.

Skills

Customer Success

Account Management

Sales

Process Improvement

Customer Advocacy

Education

Bachelor's degree

Job description

OpenBlue Customer Success Manager (remote)

Join to apply for the OpenBlue Customer Success Manager (remote) role at Johnson Controls.

At Johnson Controls, we’re shaping the future to create a world that’s safe, comfortable, and sustainable. Our global team creates innovative, integrated solutions to make cities more connected and buildings more intelligent. We are passionate about improving the way the world lives, works, and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you. We offer you a highly innovative and promising industry in an international environment. In this role, you are given the responsibility to shape our common future business.

What You Will Do

OpenBlue is a complete suite of connected solutions that delivers impactful sustainability, new occupant experiences, and respectful safety and security that combines our 140 years of building expertise with cutting-edge technology. The OpenBlue suite is part of the Digital Solutions business at Johnson Controls. We are seeking an OpenBlue Customer Success Manager to partner with our existing and new customers. You will be responsible for the long-term success of our OpenBlue customer and partner closely with sales, and other teams, to ensure our OpenBlue customers achieve their desired outcomes and expectations from their purchased solutions. Customers expect to receive maximum value out of the service they invest in, and the Customer Success Manager will own this effort to drive success for customers and serve as a key consultant throughout the entire customer lifecycle to drive and support effective onboarding, customer health, advocacy, product usage, continuous customer engagement such as QBRs, and renewals. Preference is to have this individual be local to Glendale, WI, or within commuting distance; however, we are open to remote work as well. This is a great opportunity for someone who enjoys a challenge, is comfortable with a start-up environment in a large company, and is open to growing the position as we grow our business.

How You Will Do It

• Lead a culture of Customer Success to ensure a consistent and optimal customer experience across all customer-facing activities and teams.
• Collaborate with regional cross-functional sales partners to execute the customer success strategy and regional revenue targets.
• Build strong internal relationships and drive change management to support the Customer Success strategy.
• Work with existing customers to drive success and satisfaction; ensure smooth handover from the Program Delivery/Professional Services team to the Customer Success team for new customers, then work to drive outcomes and renewals.
• Achieve customer KPIs and SLAs to drive success outcomes.
• Increase renewal rates and reduce churn through effective customer success practices.
• Assist sales teams with cross-sell and up-sell opportunities to expand revenue.
• Influence customer lifetime value through higher technology adoption, satisfaction, and health scores.
• Drive customer advocacy and reference-ability to support new business growth.
• Develop listening points in the customer journey (e.g., usage, satisfaction).
• Standardize interventions at each journey point.
• Identify opportunities for continuous improvement and collaborate with teams to implement changes.
• Learn from industry best practices.
• Create rapid onboarding processes for new team members and foster collaboration within the team and across the customer lifecycle.
• Work directly with several customers within the region.

What You Will Need

Required

• Bachelor's degree
• 5+ years in a Customer Success role in a B2B and SaaS environment
• 5+ years of experience in Customer Success, Account Management, and/or Sales roles
• Passion for exceeding customer expectations
• Experience building and scaling Customer Success teams in mature organizations, catering to different regions and cultures
• Proven success in driving programs and process improvements to enhance customer experience and renewals
• Experience with multi-million-dollar customers
• Experience developing and delivering onsite training and webinars

Preferred

• Familiarity with HVAC systems, building automation, energy management tools, and monitoring systems

Note: This is a virtual/remote position open to candidates residing within the United States.