Senior Customer Success Manager

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

About Plex

Plex, by Rockwell Automation, is the leader in cloud-based Manufacturing Execution Systems (MES) and smart manufacturing solutions. We help manufacturers achieve operational excellence, improve quality, and gain real-time visibility across their operations. Our mission is to empower manufacturers to be more agile, efficient, and competitive in today’s digital economy.

Role Overview

As a Senior Customer Success Manager (CSM) for Plex MES in Japan, you will manage some of our most strategic and complex manufacturing accounts. Your goal is to drive adoption, retention, and measurable business outcomes by ensuring customers realize maximum value from Plex solutions. Acting as a trusted advisor and strategic account manager, you will guide customers through their digital transformation journey, align Plex capabilities to their objectives, and identify opportunities for deeper engagement.

Key Responsibilities

• Own a portfolio of critical Plex Software accounts and serve as the primary post-sale contact for executive stakeholders.
• Act as a strategic account manager, building long-term relationships and understanding each customer’s business priorities.
• Ensure retention and long-term success by driving adoption and value realization across the Plex platform.
• Lead Business Reviews and strategic account reviews to demonstrate ROI, share insights, and align on future goals.
• Identify opportunities for expansion into additional Plex modules, services, and partner solutions to deepen customer value.
• Leverage data and analytics from Customer Success platforms (e.g., Gainsight, Salesforce) to monitor health, identify risks, and recommend actions.
• Collaborate cross-functionally with Sales, Professional Services, and Channel Partners to deliver a seamless customer experience.
• Advocate for customers internally, providing feedback to product and portfolio teams to influence roadmap and improve offerings.
• Maintain accurate account information and document all interactions in CRM systems.
• Build executive-level relationships to strengthen trust and position Plex as a strategic partner.

Qualifications

• Experience: 7+ years in Customer Success, Account Management, or related roles, preferably in SaaS or manufacturing technology.
• Industry Knowledge: Strong understanding of manufacturing operations, MES, ERP, or industrial automation.
• Skills: Executive relationship management, strategic planning, and negotiation.
• Language: Fluent in Japanese and English (written and spoken).
• Mindset: Customer-first approach with a passion for driving measurable outcomes and digital transformation.

Why Join Us?

• Work with global leaders in smart manufacturing and cloud MES.
• Be part of a high-impact team managing mission-critical accounts.
• Competitive compensation, benefits, and career development opportunities.

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.