Lead Customer Success Representative
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Job Description
Customer Success lead managing customer adoption, health, renewals, and retention for Honeywell Building Automation. Coordinating customer lifecycle execution across Support, Services, and Sales teams.
Responsibilities:
- Manage day-to-day Customer Success activities for assigned customer accounts
- Execute onboarding, adoption, and lifecycle engagement plans aligned with Customer Success standards
- Serve as the primary point of contact for customer relationship management
- Support preparation and delivery of Business Reviews and status updates
- Monitor customer health, usage, and engagement indicators
- Identify early signs of risk and take proactive action to support retention
- Drive product adoption by sharing best practices and relevant use-case guidance
- Support renewal readiness through consistent value delivery and customer engagement
- Represent customer needs internally and coordinate with Support, Services, and Sales teams
- Support renewal and expansion motions by identifying customer needs and opportunities
- Ensure effective handoffs and follow-ups across the customer lifecycle
- Provide guidance and day-to-day support to Customer Success Representatives or newer team members
- Share best practices and contribute to team knowledge and execution consistency
- Act as a role model for Customer Success execution discipline and customer engagement quality
- Maintain accurate customer records, activity tracking, and health status in CRM and Customer Success systems
- Adhere to defined Customer Success processes, playbooks, and reporting requirements
Requirements:
- 4+ years of experience in Customer Success, Customer Support, Services, or Account Management roles
- Strong customer communication and relationship-management skills
- Ability to manage multiple customer engagements independently
- Bachelor’s degree or equivalent experience
- Experience with recurring-revenue, subscription, or services-based business models
- Familiarity with Customer Success tools, CRM systems, and customer health concepts
- Experience supporting renewals or expansion activities
- Must be a US Citizen due to contractual requirements
Benefits:
- Employer subsidized Medical, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- EAP
- Educational Assistance
- Parental Leave
- Paid Time Off for vacation, personal business, sick time, and parental leave
- 12 Paid Holidays
- Incentive plan eligibility
- Leading-edge work and opportunities to develop solutions alongside dedicated experts
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