Associate Customer Success Manager
At a glance
Mid-level Customer Success role at Jci. Chicago-Illinois-United States of America · full-time · $73,000–$101,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Manage a group of mid-market accounts as their main contact, building relationships and addressing customer needs
- Review customer results through business reviews, data analysis and reporting, then offer training, coaching and issue resolution
- Create success plans to improve satisfaction and limit attrition risk, updating them as customer needs change
- Set pilot goals and rollout plans with Sales, then guide field training, performance checks and best-practice use
- Use traffic data to surface performance improvements and growth opportunities, while sharing customer feedback internally
What you bring
- A bachelor's degree in business, marketing, retail management, analytics or a related discipline
- At least three years in customer success, account management, customer service, consulting or a comparable business role
- Working proficiency in Microsoft Office, including Excel, PowerPoint and Word
- Strong analysis and communication skills, including turning data into practical recommendations
Who this fits
This role suits someone who can manage customer relationships while using traffic data to guide adoption, retention and growth. Travel may reach ten percent, and the work is primarily office- or remote-office-based, with extended computer use.
From the employer
Sensormatic Solutions, a Johnson Controls business, helps retailers make smarter decisions through data, analytics, and connected technologies. As a Customer Success Manager, you will serve as a trusted advisor to both new and existing customers, helping them maximize the value of Sensormatic solutions while driving retention, adoption, and growth.
What we offer
Competitive salary and bonus plan
Paid vacation/holidays/sick time - 15 days of vacation first year
Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
Extensive product and on the job/cross training opportunities with outstanding resources
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
Check us Out: A Day in a Life at Johnson Controls:
What you will do
The Associate Customer Success Manager serves as a trusted advisor and traffic intelligence subject matter expert for new and existing mid-market customers. In this role, you will build strong customer relationships, deliver actionable business insights, and help customers realize measurable value from their investment. You will partner closely with Sales, Solutions, Operations, Marketing, Finance, and Technology teams to support retention, customer satisfaction, adoption, and growth.
Key Responsibilities
- Manage ongoing relationships with assigned mid-market customers and serve as their primary point of contact.
- Deliver value-added customer support through business reviews, data analysis, reporting, training, coaching, and issue resolution.
- Develop and execute customer success plans that improve satisfaction and reduce attrition risk.
- Partner with Sales teams to define pilot objectives, success criteria, and implementation plans.
- Guide customers through pilot initiatives, including field training, performance monitoring, and best-practice implementation.
- Analyze customer business challenges and traffic data to identify actionable opportunities that improve performance and support revenue growth.
- Conduct regular meetings to review results, align solutions to customer goals, and identify future needs.
- Recognize and communicate cross-sell and upsell opportunities in collaboration with internal stakeholders.
- Act as the voice of the customer across internal departments to support continuous improvement in products, services, and customer experience.
- Maintain a working knowledge of Sensormatic systems, solutions, data architecture, and customer-facing applications.
- Support customer adoption and change management efforts throughout the pre-sale and post-sale journey.
- Perform additional duties and special projects as assigned.
How You Will Do It
- Own outcomes with accountability and integrity by following through on commitments, documenting actions clearly, and addressing risks early.
- Stay close to the customer’s work by listening carefully, understanding business priorities, and removing obstacles that stand in the way of measurable value.
- Improve every day through candid data reviews, practical problem-solving, and continuous refinement of customer success plans and pilot execution.
- Win as one team by collaborating openly with Sales, Solutions, Operations, Marketing, Finance, and Technology to deliver a consistent customer experience.
- Use a structured, data-driven approach to turn traffic intelligence into clear recommendations that customers can act on.
- Balance customer support with commercial awareness so that adoption, retention, and growth all move forward together.
What we look for
- Bachelor's degree in Business, Marketing, Retail Management, Analytics, or a related field.
- Minimum of 3 years of experience in customer success, account management, customer service, consulting, or a related business function.
- Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Word.
- Strong analytical and critical thinking skills with the ability to translate data into actionable business recommendations.
- Excellent verbal, written, and presentation communication skills.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Customer-focused mindset with strong relationship-building capabilities.
- Ability to work independently while collaborating effectively across cross-functional teams.
- Ability to travel up to 10%.
- Ability to communicate effectively in person, by phone, and through virtual collaboration platforms.
- Primarily office- or remote office-based work with prolonged periods of sitting and working at a computer.
Nice to Have
- Experience in the retail industry at either the store or corporate level.
- Experience working with analytics, traffic intelligence, retail technology, SaaS, or customer experience solutions.
- Knowledge of change management principles and customer adoption strategies.
- Experience leading customer training, business reviews, or implementation activities.
HIRING SALARY RANGE: $73,000-$101,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https:
https://jobs.johnsoncontrols.com/about-us
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
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