Senior Customer Success Manager
Role Overview
Senior Customer Success Manager (Retail) for ShopperTrak, supporting satisfaction, retention and long-term value across strategic customer accounts.
Works with major retailers, shopping centers and luxury brands as a trusted advisor helping customers maximize value from company solutions.
The role is hybrid and includes regular travel to customer sites.
Key Skills for This Role
Full Job Posting
Role Overview
Senior Customer Success Manager (Retail) for ShopperTrak, supporting satisfaction, retention and long-term value across strategic customer accounts.
Works with major retailers, shopping centers and luxury brands as a trusted advisor helping customers maximize value from company solutions.
The role is hybrid and includes regular travel to customer sites.
Responsibilities
- Manage and develop key customer accounts as the primary customer success contact; understand customer goals, operational requirements and business challenges.
- Drive customer onboarding, adoption, retention and satisfaction initiatives.
- Collaborate with Sales, Operations, Service and Project teams to deliver a seamless customer experience.
- Monitor service performance, customer health metrics and account activity; identify risks, trends and improvement opportunities and implement corrective actions.
- Lead customer review meetings, business updates and service performance discussions; resolve customer issues and escalations effectively.
- Maintain accurate CRM and reporting records; support forecasting, account planning and continuous improvement.
- Identify account-growth opportunities and support commercial discussions; travel regularly to customer sites.
Required Qualifications
- Proven experience in Customer Success, Account Management, Service Management or a similar customer-facing role.
- Retail-sector experience or experience managing retail customer accounts is essential.
- Strong understanding of retail operations, customer behavior and commercial drivers.
- Experience managing strategic or enterprise customer relationships.
- Strong stakeholder management, relationship building, communication, presentation and influencing abilities.
- Ability to resolve complex customer issues and deliver positive outcomes.
- Commercial awareness and understanding of customer retention and growth strategies.
- Strong analytical, organizational and problem-solving skills.
Preferred Qualifications
- Knowledge of customer success methodologies and best practices.
- Familiarity with forecasting, service planning and commercial account reviews.
- People management or team leadership experience.
- Strong interest in technology, AI and data-driven solutions.
- Experience using CRM systems and customer reporting tools.
- Willingness to travel.
Why Join Johnson Controls
- The employer describes a global organization committed to innovation, operational excellence and customer success.
- The posting highlights international collaboration, end-to-end ownership, professional development and a collaborative work environment.
- The role offers an opportunity to contribute to customer experience and supply chain performance.
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