Senior Customer Success Manager
Role Overview
Senior Customer Success Manager (Retail) for ShopperTrak, supporting strategic customer accounts across retailers, shopping centers, and luxury brands.
Act as a trusted advisor to help customers gain value from Johnson Controls solutions and support satisfaction, retention, and long-term value.
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 strategic customer accounts across retailers, shopping centers, and luxury brands.
Act as a trusted advisor to help customers gain value from Johnson Controls solutions and support satisfaction, retention, and long-term value.
The role is hybrid and includes regular travel to customer sites.
Responsibilities
- Manage key customer relationships as the primary customer success contact and understand customer goals, operational requirements, and challenges.
- Drive onboarding, adoption, retention, and satisfaction initiatives; collaborate with Sales, Operations, Service, and Project teams.
- Monitor service performance, customer health metrics, and account activity; identify risks and improvement opportunities and implement corrective actions.
- Lead customer reviews and business updates; resolve customer issues and escalations effectively.
- Maintain CRM and reporting records; support forecasting, account planning, continuous improvement, account growth, and commercial discussions.
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 relationships.
- Strong stakeholder management, relationship-building, communication, presentation, and influencing abilities.
- Ability to resolve complex customer issues; commercial awareness of 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, interest in technology, AI, and data-driven solutions, CRM and reporting tool experience, and willingness to travel are preferred.
About Johnson Controls
Johnson Controls describes itself as a global organization committed to innovation, operational excellence, and customer success.
The posting mentions international collaboration, professional development, end-to-end ownership, and a collaborative work environment.
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