About the Role
Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive and sustainable. With more than 28,000 employees worldwide, we help customers solve complex challenges and guide meaningful outcomes across industries.
Our customers produce products that keep the world moving—from life-saving medicines and food production to clean water and sustainable transportation.
Job Description: Customer Success Manager
•You will report to: Customer Success
•Work Model: Hybrid
•Location: Mexico or Colombia
As a Customer Success Manager, you will manage a portfolio of site-based and multi-site customer accounts, helping customers maximize the value of their ThinManager software subscriptions and support agreements.
You will create customer adoption, retention, renewals, and growth by building trusted relationships with customers, identifying opportunities to expand customer value, and ensuring successful contract renewals. You will help support Annual Recurring Revenue (ARR) growth while serving as a strategic advisor throughout the customer lifecycle.
You will primarily focus on supporting customers throughout North America and Latin America. It involves working with customers, sales teams, channel partners, and team members to achieve our goals and long-term customer success.
You will report to the Team Lead and work in a hybrid environment.
Main Responsibilities
•Grow customer relationships and ARR across a portfolio of ThinManager accounts, ranging from light-touch to enterprise customers.
•Promote customer success throughout the lifecycle, including onboarding, adoption, optimization, expansion, contract renewals, and retention activities.
•Partner with customers to understand our goals and align ThinManager solutions to desired outcomes.
•Develop relationships with your team across multiple organizational levels.
•Identify opportunities to increase software adoption, customer retention, contract renewals, and recurring revenue growth.
•Conduct Executive Business Reviews (EBRs) and engagements with customer stakeholders and decision-makers.
•Collaborate with Sales, Renewals, Channel Partners, Teams, and Customer Success teams to maximize customer value and support growth projects.
•Maintain accurate customer records, opportunities, forecasts, and account information within CRM systems.
•Support operational activities related to ThinManager, including subscription management, order validation, and renewal processing.
•Be the customer advocate while balancing customer satisfaction, retention, and our goals.
•Experience managing relationships with a range of customers and adapt to changing customer and our needs.
Required Qualifications
•Bachelor's Degree.
•Ability to travel up to 10–20%.
•Experience maintaining clean records of sales outreach and contacts in a CRM; experience balancing multiple sales opportunities simultaneously.
•Excellent experience establishing communication and engagement with prospects.
•Experience supporting customers in North America and Latin America.
•2+ years of experience in Customer Success, Account Management, Sales, Renewals, Contract Management, Customer Retention, or other customer-facing commercial roles.
•Experience driving software subscription renewals, customer retention, contract management, and ARR growth.
•Experience managing customer relationships across multiple partner levels/layers within customer organizations.
•Experience conducting Executive Business Reviews (EBRs) and presenting value to executive team members.
•Experience with Salesforce, SAP, or similar CRM platforms.
•Advanced proficiency in Microsoft Excel (can maintain complex spreadsheets), and business reporting tools.
•Experience working in matrixed organizations and collaborating with teams.
•Knowledge of industrial automation, software solutions, SaaS, or recurring revenue business models.
•Experience supporting customers with software subscriptions, commercial agreements, and renewal strategies.
•Customer-facing sales and commercial mindset with the ability to identify growth opportunities within existing accounts.
ThinManager Experience
•Previous ThinManager experience is desirable but not required.
•Candidates without direct ThinManager experience will be considered; product knowledge and platform expertise can be taught after joining the team.
•Open to hiring Customer Success, Account Management, Renewals, or Commercial professionals willing to participate in professional development activities to stay current on industry knowledge, new technologies, and customer environments.
Benefits
Once the recruiter contacts you, they will let you know about the benefits, including health insurance, pension plan, and savings fund.
Rockwell Automation's hybrid policy requires employees to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
