Customer Success Manager - ThinManager

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 - ThinManager

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

As a ThinManager Customer Success Manager, you will manage a portfolio of site-based and multi-site customer accounts, helping customers realize maximum value from their ThinManager software subscriptions and support agreements.

You will guide customer adoption, retention, and growth by building trusted relationships, identifying opportunities to expand customer value, and ensuring successful renewals. You will help increase Annual Recurring Revenue (ARR) while serving as a strategic advisor throughout the customer lifecycle.

You will report to the Team Lead and work in a hybrid environment.

Main Responsibilities

• Manage customer relationships and ARR across a portfolio of ThinManager accounts, from light touch to enterprise accounts, collaborating with Rockwell Automation Customer Success Managers to maximize customer value and retention.
• Guide customer success throughout the lifecycle, including onboarding, adoption, optimization, expansion, and renewal activities.
• Partner with customers to understand goals and align ThinManager solutions to desired outcomes.
• Use customer data, usage metrics, and business insights to identify opportunities that increase adoption, retention, and recurring revenue.
• Conduct Executive Business Reviews (EBRs) and customer engagements with important partners.
• Collaborate with Sales, Renewals, Channel Partners, and Departments to identify growth opportunities and support customer success strategies.
• Maintain accurate customer records, opportunities, and forecasting information within CRM systems.
• Support operational activities specific to the ThinManager business, including order validation, renewal processing, and subscription management.
• Be a customer advocate, ensuring a positive customer experience driving long-term retention and growth.

The Essentials - You Will Have

• Bachelor's degree
• Legal authorization to work in the United States. We will not sponsor individuals for employment visas, now or in the future, for this position.
• Ability to travel up to 10-20%.
• The Preferred - You Might Also Have
• 2+ years of experience in Customer Success, Account Management, Sales, Renewals, or other customer-facing commercial roles.
• Experience driving software subscription renewals, customer retention, and Annual Recurring Revenue (ARR) growth.
• Experience presenting business value and conducting customer reviews with stakeholders and decision-makers.
• Experience with Salesforce, SAP, or similar CRM and business systems.
• Experience working effectively across a matrixed organization and collaborating with cross-functional teams.
• Knowledge of industrial automation, software solutions, SaaS, or recurring revenue business models.

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.