Rockwell Automation is looking for a Customer Success Manager for the South Pacific region, based in Perth or Brisbane. As the primary post-implementation partner for our high-value and strategic customers, you will guide them through onboarding, adoption, expansion, and renewal to ensure they receive maximum value from their subscriptions and service contracts.
What You'll Do
- Ensure successful adoption of purchased software, services, and solutions, driving utilization and customer value.
- Use data and insights from the Customer Success Platform (Gainsight) to implement lifecycle motions: Onboarding, Adoption, Expansion, and Renewal.
- Translate customer data into applicable insights and promote the value realized from software and service engagements.
- Conduct periodic value reviews and maintain communication to strengthen alignment and demonstrate outcomes.
- Travel to cover assigned customers.
- Oversee the retention and renewal strategy for your assigned accounts.
- Identify and close expansion opportunities using an outcome-based selling approach and collaborate with Sales and Account Management to close additional revenue.
- Engage customers to mitigate risk, strengthen relationships, and maximize lifetime value.
- Foster internal alignment by collaborating with Sales, Delivery, and Distributor teams to deliver a seamless customer experience.
- Represent the voice of the customer internally and contribute to continuous improvement of customer engagement processes.
- Provide recommendations to enhance the customer journey and drive operational excellence.
What We're Looking For
- Bachelor's Degree in Business, IT, Engineering, or a related field.
- 5+ years experience in Customer Success, Sales, or Account Management.
- Experience in industrial production environments or delivering solution-based outcomes.
- Strong customer-first mindset with a passion for helping customers succeed.
- Ability to comprehend needs and requirements of customers to bring strategic value.
- Ability to lead value-driven conversations with senior stakeholders and navigate commercial discussions.
Nice to Have
- Experience with outcome-based solution selling.
- Familiarity with Customer Success tools (e.g., Gainsight, Salesforce).
- Experience identifying growth opportunities within existing accounts.
Technical Stack
- Gainsight
- Salesforce
Team & Environment
Reporting to the Customer Success Team lead.
Benefits & Compensation
- Comprehensive mindfulness programs with a premium membership to Calm.
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Company volunteer and donation matching program.
- Employee Assistance Program.
- Personalized wellbeing programs through our OnTrack program.
- On-demand digital course library for professional development.
- Other local benefits.
Work Mode
This is a hybrid position based in Perth, WA or Brisbane, QLD.
Rockwell Automation is dedicated to building a diverse, inclusive and authentic workplace.
