Customer Success Representative II

Job Description

Job Description

Overview

Recognized by Clarivate, Forbes, the Human Rights Campaign, and Military Friendly® for innovation, workplace excellence, inclusion, and veteran support.

A global building automation and industrial technology company with 100+ years of history , 25,000+ patents , and 7,000+ engineers , operating across 70+ countries and 4 major business areas . Its technologies support industries including buildings, manufacturing, healthcare, data centers, and utilities worldwide.

• 401(k) match: Employer matches 87.5% of the first 8% of eligible pay, up to 7% of base salary; generally fully vested after 3 years.
• Education support: Up to $5,250/year for eligible undergraduate programs and $7,500/year for graduate programs.
• Paid parental leave: 8 weeks (40 business days) for birth, adoption, or foster-care placement.
• Paid time off: 56 hours of paid sick time annually, plus vacation and 12 paid holidays.
• Health coverage: Medical, dental, and vision plans, including an HSA-eligible medical option and 100% in-network preventive care.
• HSA & FSA: Tax-advantaged accounts for eligible healthcare, dental, vision, and dependent-care expenses.
• Disability coverage: Short-Term Disability provides 100% of base pay for up to 8 weeks, then 70% through week 26; Long-Term Disability provides 60% of base pay after Short-Term Disability.
• Employee support: Company-paid with 8 sessions per issue per year, plus health and wellness resources.
• Employee support: Company-paid Employee Assistance Program with 8 sessions per issue per year, plus health and wellness resources.
• Insurance & discounts: Company-paid basic life insurance of 1× annual base pay, Accidental Death & Dismemberment coverage, Business Travel Accident Insurance, and employee discounts.

Benefits may vary by location, position, employee classification, and eligibility.

• 3+ years of experience in Customer Success, Account Management, Customer Experience, or a related customer-facing role.
• 3 years experience working with B2B SaaS solutions and subscription-based business models.
• Proven measurable experience ability to build trusted relationships and manage multiple customer accounts simultaneously.
• 3 years experience working cross-functionally with Sales, Support, Services, and Product organizations.
• 3 years experience in CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.

• Build and maintain strong customer relationships, acting as a trusted advisor and primary point of contact.
• Develop a deep understanding of each customer's business objectives, operational challenges, and success criteria.
• Create and execute Customer Success Plans aligned to customer goals and desired outcomes.
• Conduct regular customer meetings, health checks, business reviews, and executive stakeholder engagements.
• Drive product adoption and utilization by promoting best practices and customer enablement.