Strategic Customer Success Manager: ARR Growth

Hesco; Rocky Hill (CT); On-site; USD 85,000 - 120,000; Full time

Job summary

Hesco seeks a Customer Success Manager to partner with customers on ARR service contracts and software subscriptions. You will manage a portfolio of accounts, drive retention and expansion, and ensure customers realize measurable value throughout the lifecycle of their engagement.

The role follows the LAER methodology (Land, Adopt, Expand, Renew) to guide customers from onboarding through adoption, growth, and long-term retention.

Qualifications

• Proven experience in Customer Success or Account Management.
• Experience managing ARR, SaaS, or subscription models.
• Familiarity with Rockwell Automation services, software offerings, or industrial automation environments (preferred).

Responsibilities

• Own and manage a portfolio of customer accounts with ARR targets.
• Drive retention, renewal, and expansion within assigned accounts.
• Develop and execute account plans aligned to customer goals and business outcomes.
• Lead quarterly business reviews (QBRs) to communicate value and future objectives.
• Translate usage data and KPIs into clear business value and ROI.
• Collaborate with cross-functional teams to deliver a seamless customer experience.

Job description

Hesco seeks a Customer Success Manager to partner with customers on ARR service contracts and software subscriptions. You will manage a portfolio of accounts, drive retention and expansion, and ensure customers realize measurable value throughout the lifecycle of their engagement.

The role follows the LAER methodology (Land, Adopt, Expand, Renew) to guide customers from onboarding through adoption, growth, and long-term retention.