Customer Success Manager

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Customer Success Manager

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. Behind their success are passionate problem-solvers dedicated to making a positive impact every day.

We welcome makers, innovators, and forward-thinkers who are looking to grow their careers while helping our customers achieve success. If that's you, we'd love to have you join our team.

About the Role

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.
• We will consider candidates without direct ThinManager experience, as we consider them, and we can teach them product knowledge and platform expertise after they join the team.
• We are open to hiring Customer Success, Account Management, Renewals, or Commercial professionals who Willingness to participate in professional development activities to stay current on industry knowledge new technologies and customer environments.

What we offer:

Please contact your TA Team Advisor for details.

Linkedin job site:

Benefits:

Once the recruiter contacts you, you will let you know about the benefits that we have as health insurance, pension plan, savings found.

At Rockwell Automation, we believe that a diverse and inclusive workforce is important to our success. We are committed to creating an environment where everyone feels valued to contribute their unique perspectives and skills. We are dedicated to promoting a culture of inclusion where all employees have equal opportunities to grow. We promote, collaboration, and mutual respect. We also provide ongoing development opportunities to help our employees grow and succeed.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.