Customer Success Manager, Fiix

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

You will report to the Manager, Customer Success and will be fully remote, working in Canada. We are looking for a Customer Success Manager (CSM) to help take our customer retention, engagement, and growth to the next level. As a CSM, your number one focus will be to drive product adoption and ensure business value across a strategic customer portfolio.

Your Responsibilities

• Manage and grow relationships with key customers (SMB, Mid-Market, Enterprise) acting as their primary point of contact.
• Engage proactively with customers to understand and accommodate their success metrics, goals, KPIs, and challenges.
• Retain and grow licensing, upgrades, and site opportunities in your assigned portfolio.
• Drive repeatable, predictable outcomes and experiences for Fiix's customer base.
• Identify customer needs and collaborate with services, support, finance, and product teams to ensure value is reached.
  
  

The Essentials - You Will Have

• Bachelor's Degree or equivalent years of relevant work experience
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening
  
  

The Preferred - You Might Also Have

• 3+ yrs experience in Customer Success, Account Management, or Sales preferably in a SaaS based business model.
• Comprehension in managing customer retention and upselling strategies.
• Experience working with cross-functional teams within an organization.
• Familiarity with SaaS metrics - you understand what ARR, NRR, NPS, and Churn mean.
• Background with CRM tools, Customer Success Platforms, and Analytics Software.
• Advanced degree in Business, Marketing, or related field.
• 1+ years of experience in Maintenance, Reliability, or in using a CMMS.
• Relevant certification in Customer Success, Account Management, or Sales.
• Bilingual abilities.
  
  

What We Offer

• Health Insurance including Medical and Dental
• Health Care Spending Account (HCSA – dependent on the plan chosen)
• Employee Assistance Program (EAP)
• Retirement plans
• Paid Time off
• Volunteering Time off
• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
• Employer Paid DC Pension
• Maternity and Parental Leave Top-Up
• Fitness Reimbursement Program
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
  
  

This position is part of a job family. Experience will be the determining factor for position level and compensation.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.