Customer Success Manager

Company Description:

For over 80 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions — with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.

Specialties:

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. Our specialties at Puffer-Sweiven include:

• Pressure Management
• Isolation Valves & Actuation
• Control Valves & Regulators
• Process Control & Safety Systems
• Oil & Gas Automation– fiscal custody metering, controls, and SCADA
• Reliability Solutions & Services
• Specialty Pumps & Rotating Equipment
• Instrumentation
• Maintenance & Repair Services

Duties and Responsibilities:

• Serve as the primary point of contact for assigned customers, building trusted relationships to ensure long-term satisfaction and retention.
  • Establish and maintain trusted, long-term customer relationships
  • Understand customer goals, challenges, and success criteria
• Proactively engage with customers to understand their needs, promote adoption of Emerson systems and solutions, and identify opportunities for incremental services. Deliver Growth & Expansion:
• Identify opportunities for account growth (upsell/cross-sell) in partnership with Sales
• Support contract renewals and expansion initiatives
  • Demonstrate value through business reviews and performance reporting
• Collaborate with Systems Integration teams to guide customers through the adoption and renewal of supported products and services, facilitating training and product updates.
• Monitor customer health metrics, including system performance and service delivery, to identify and address potential issues before they escalate.
• Provide feedback to internal teams on customer needs, market trends, and business development opportunities.
• Develop and deliver customer lifecycle plans to drive value realization and ensure alignment with customer objectives. Drive customer value and retention by:
  • Monitoring customer health, usage, and engagement metrics
  • Proactively identify risks and opportunities to improve retention
  • Develop and execute success plans aligned with customer objectives
• Act as a customer advocate within the organization, escalating issues to the appropriate teams when necessary and ensuring timely resolution to maintain positive customer engagement.
• Support internal training and process improvement initiatives to enhance the customer experience across the Systems Business Unit.
• Reporting & Continuous Improvement
  • Track and report on key customer success metrics
  • Maintain accurate records in CRM and customer success platforms
  • Continuously refine customer success processes and playbooks

Key Performance Indicators (KPIs):

• Customer retention
• Customer satisfaction
• Product adoption and usage of metrics
• Renewal and expansion revenue
• Time-to-value and onboarding success

QUALIFICATIONS:

Education/Knowledge/Personal Skills

• 5-7 years of experience in customer success, account management, or a related customer-facing role, preferably in industrial automation or systems integration.
• Knowledge of Emerson systems and solutions (e.g., DeltaV, or other automation platforms) is highly preferred.
• Exceptional interpersonal and communication to maintain strong customer relationships.
• Balance multiple accounts and priorities while meeting deadlines.
• Proficiency with CRM tools and customer success platforms (SalesForce).