Customer Success Manager

Reporting to the Customer Success Team lead, you will be the primary post implementation partner for high-value and strategic customers. You will use deep industry knowledge, understanding of customer business processes, and expertise across our software and services portfolio to help customers achieve measurable outcomes.

You will guide customers throughout their lifecycle—from onboarding to adoption, expansion, and renewal—ensuring they receive maximum value from their subscriptions and service contracts. As a trusted advisor, you will identify opportunities for increased adoption, expansion, and cross-sell, partnering with Sales and Account Management teams to achieve customer success and long-term retention.

Your Responsibilities:

• Customer Success & Adoption

  • Ensure successful adoption of purchased software, services, and solutions, driving utilisation and customer value.

  • Use data and insights from the Customer Success Platform (Gainsight) to implement lifecycle motions: Onboarding, Adoption, Expansion and Renewal .

  • Translate customer data into applicable insights and promote the value realised from software and service engagements.

  • Conduct periodic value reviews (EBRs) and maintain communication to strengthen alignment and demonstrate outcomes.

  • Travels to cover assigned customers

• Retention, Renewal and Expansion

  • Oversee the retention and renewal strategy for assigned accounts.

  • Identify and close expansion opportunities using an outcome-based selling approach and collaborate with Sales and Account Management to close additional revenue

  • Engage customers to mitigate risk, strengthen relationships, and maximise lifetime value.

• Customer Advocacy & Collaboration

  • Foster internal alignment by collaborating with Sales, Delivery, and Distributor teams to deliver a seamless customer experience.

  • Represent the voice of the customer internally and contribute to continuous improvement of customer engagement processes.

  • Provide recommendations to enhance the customer journey and drive operational excellence.

The Essentials - You Will Have:

• Bachelor's Degree in Business, IT, Engineering, or a related field.

• 5+ years' experience in Customer Success, Sales, or Account Management.

• Experience in industrial production environments or delivering solution-based outcomes.

• Strong customer-first mindset with a passion for helping customers succeed.

• Comprehend needs and requirements of customers to bring strategic value to them

• Ability to lead value-driven conversations with senior stakeholders and navigate commercial discussions

The Preferred - You Might Also Have:

• Experience with outcome-based solution selling .

• Familiarity with Customer Success tools (e.g., Gainsight, Salesforce).

• Experience identifying growth opportunities within existing accounts.

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm

• Volunteer Paid Time off available after 6 months of employment for eligible employees

• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.

• Employee Assistance Program

• Personalized wellbeing programs through our OnTrack program

• On-demand digital course library for professional development

... and other local benefits!

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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