Customer Success Manager

Description

As a Customer Success Manager, you will serve as a strategic partner to customers who have invested in Annual Recurring Revenue (ARR) service contracts and software subscriptions. You will manage a portfolio of accounts, ensuring customers achieve their desired outcomes, realize measurable value, and remain satisfied throughout the lifecycle of their service contract engagement.

This role follows the LAER (Land, Adopt, Expand, Renew) customer success methodology, guiding customers from initial onboarding through adoption, growth, and long-term retention.

Key Responsibilities

Account Ownership & ARR Management

• Own and manage a portfolio of customer accounts with associated ARR targets
• Drive retention, renewal, and expansion within assigned accounts
• Develop and execute account plans aligned to customer goals and business outcomes

LAER Execution (Land, Adopt, Expand, Renew)

• Land:  This is a Sales function and Customer Success takes over once the contract is ‘landed’
• Adopt:  Drive service adoption through customer training, engagement, and best practices
• Expand:  Identify and develop upsell and cross-sell opportunities based on customer needs and usage insights
• Renew:  Lead proactive renewal strategies to maximize retention, mitigate churn risk and drive towards on-time renewals

Customer Engagement & Value Realization

• Conduct regular Quarterly Business Reviews (QBRs) to communicate value delivered and align on future objectives
• Translate customer usage data and KPIs into clear business value and ROI
• Align product and service capabilities with customer goals to increase satisfaction and outcomes

Relationship Management

• Build and maintain strong trust-based relationships with key stakeholders across customer organizations
• Serve as the primary point of contact for customer success-related activities
• Act as a customer advocate internally to ensure needs are understood and addressed

Growth & Collaboration

• Partner with Specialists and Account Managers to identify expansion opportunities
• Collaborate cross-functionally (sales, support, services, training) to deliver a seamless customer experience
• Proactively identify risks and develop mitigation plans to ensure customer success

Operational Support & Order Management

• Enter and manage service-related orders in the company ERP system
• Coordinate and confirm service orders with Vendors to ensure accuracy and alignment
• Track order status, resolve discrepancies, and ensure timely processing and communication
• Serve as a liaison between customers, internal teams, and Vendors for order-related activities

Data, Insights & Reporting

• Monitor customer health, usage trends, and engagement metrics
• Maintain accurate account data and activity in CRM systems
• Provide insights and forecasts related to renewals, churn risk, and growth opportunities

Requirements

• Proven experience in Customer Success, Account Management, or similar roles
• Experience managing ARR, SaaS, or subscription-based business models
• Familiarity with Rockwell Automation services, software offerings, or industrial automation environments (preferred)
• Demonstrated ability to grow accounts and increase annual recurring revenue
• Strong analytical mindset with ability to interpret customer data and usage patterns
• Excellent communication and relationship-building skills
• Ability to respond quickly to customer needs with a high level of professionalism
• Self-motivated with the ability to work independently in a fast-paced environment

Key Competencies

• Customer-centric mindset
• Strategic thinking and execution
• Strong problem-solving skills
• Cross-functional collaboration
• Organizational and time management skills

Success Metrics

• ARR growth and retention
• Renewal rates and churn reduction
• Expansion revenue (upsell/cross-sell)
• Customer satisfaction 
• Product and service adoption rates
• Order accuracy and processing efficiency

Qualifications

• High School or GED required
• 4 Year / Bachelor Degree preferred
• Degree in business of a technical discipline preferred
• Excellent interpersonal, written, verbal, and analytical skills
• Embody our HESCO P.R.I.D.E. (Passion – Respect – Initiative – Dependability – Ethical) core tenants
• Work well independently and with a team

Why This Role Matters

The Customer Success Manager plays a critical role in driving long-term customer value by ensuring successful adoption, measurable outcomes, and continued growth—directly impacting recurring revenue, customer loyalty, and overall business success.