Associate Customer Success Manager

Summary

Sensormatic Solutions, a Johnson Controls business, helps retailers make smarter decisions through data, analytics, and connected technologies. The Associate Customer Success Manager will advise mid-market customers, deliver actionable insights, and drive retention, adoption, satisfaction, and growth through customer success planning, pilot support, training, and cross-functional collaboration.

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

Skills

• 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 communicate effectively in person, by phone, and through virtual collaboration platforms
• 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

Qualifications

Must Haves

• 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 communicate effectively in person, by phone, and through virtual collaboration platforms

Nice to Haves

• 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

Benefits

• 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