Customer Success Manager

Customer Success ManagerAs 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 ResponsibilitiesAccount Ownership & ARR ManagementOwn and manage a portfolio of customer accounts with associated ARR targetsDrive retention, renewal, and expansion within assigned accountsDevelop and execute account plans aligned to customer goals and business outcomesLAER 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 practicesExpand: Identify and develop upsell and cross-sell opportunities based on customer needs and usage insightsRenew: Lead proactive renewal strategies to maximize retention, mitigate churn risk and drive towards on-time renewalsCustomer Engagement & Value RealizationConduct regular Quarterly Business Reviews (QBRs) to communicate value delivered and align on future objectivesTranslate customer usage data and KPIs into clear business value and ROIAlign product and service capabilities with customer goals to increase satisfaction and outcomesRelationship ManagementBuild and maintain strong trust-based relationships with key stakeholders across customer organizationsServe as the primary point of contact for customer success-related activitiesAct as a customer advocate internally to ensure needs are understood and addressedGrowth & CollaborationPartner with Specialists and Account Managers to identify expansion opportunitiesCollaborate cross-functionally (sales, support, services, training) to deliver a seamless customer experienceProactively identify risks and develop mitigation plans to ensure customer successOperational Support & Order ManagementEnter and manage service-related orders in the company ERP systemCoordinate and confirm service orders with Vendors to ensure accuracy and alignmentTrack order status, resolve discrepancies, and ensure timely processing and communicationServe as a liaison between customers, internal teams, and Vendors for order-related activitiesData, Insights & ReportingMonitor customer health, usage trends, and engagement metricsMaintain accurate account data and activity in CRM systemsProvide insights and forecasts related to renewals, churn risk, and growth opportunitiesRequirementsProven experience in Customer Success, Account Management, or similar rolesExperience managing ARR, SaaS, or subscription-based business modelsFamiliarity with Rockwell Automation services, software offerings, or industrial automation environments (preferred)Demonstrated ability to grow accounts and increase annual recurring revenueStrong analytical mindset with ability to interpret customer data and usage patternsExcellent communication and relationship-building skillsAbility to respond quickly to customer needs with a high level of professionalismSelf-motivated with the ability to work independently in a fast-paced environmentKey CompetenciesCustomer-centric mindsetStrategic thinking and executionStrong problem-solving skillsCross-functional collaborationOrganizational and time management skillsSuccess MetricsARR growth and retentionRenewal rates and churn reductionExpansion revenue (upsell/cross-sell)Customer satisfactionProduct and service adoption ratesOrder accuracy and processing efficiencyQualificationsHigh School or GED required4 Year / Bachelor Degree preferredDegree in business of a technical discipline preferredExcellent interpersonal, written, verbal, and analytical skillsEmbody our HESCO P.R.I.D.E. (Passion – Respect – Initiative – Dependability – Ethical) core tenantsWork well independently and with a teamWhy This Role MattersThe 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.