Senior Customer Success Manager

Job description

What You Will Do As a Senior Customer Success Manager, you will play a key role in driving customer satisfaction, retention, and long-term value across strategic customer accounts. You will act as a trusted advisor, partnering with customers and internal stakeholders to ensure successful service delivery, resolve challenges proactively, and identify opportunities to enhance the customer experience. Working closely with Sales, Operations, and Service teams, you will support business objectives while ensuring customers achieve maximum value from Johnson Controls solutions. This role operates in a collaborative environment with regular customer engagement and cross-functional interaction. What We Offer Competitive salary plus bonus plan 25 days holiday plus bank holidays Private healthcare Pension Life insurance Employee Assistance Program Employee referral scheme Employee discounts Cycle to Work scheme Discounts on Johnson Controls products Training and career development opportunities Supportive, collaborative and safety-driven culture How You Will Do It Manage and develop relationships with key customer accounts, acting as the primary point of contact for customer success activities. Build a deep understanding of 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 customer performance metrics, service levels, and account health indicators. Proactively identify risks, trends, and improvement opportunities, implementing action plans as required. Lead customer reviews, business updates, and service performance discussions. Support resolution of customer concerns and escalations, ensuring timely and effective outcomes. Utilise CRM systems and reporting tools to track activities, customer engagement, and business opportunities. Contribute to forecasting, account planning, and continuous improvement initiatives. Identify growth opportunities within existing accounts and support commercial discussions where required. What We Are Looking For Required Proven experience in Customer Success, Account Management, Service Management, or a related customer-facing role. Experience managing strategic or enterprise customer relationships. Strong stakeholder management and relationship-building skills. Excellent communication, presentation, and influencing abilities. Demonstrated ability to resolve complex customer issues and drive positive outcomes. Commercial awareness with an understanding of customer retention and growth strategies. Experience using CRM platforms and customer performance reporting tools. Strong analytical, organisational, and problem-solving skills. University degree or equivalent combination of education and experience. Beneficial Experience working within industrial, manufacturing, building technologies, or service-based environments. Knowledge of customer success methodologies and best practices. Experience supporting regional or international customer accounts. Familiarity with forecasting, service planning, and commercial account reviews. Experience leading customer experience or continuous improvement initiatives.