Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) serves as a strategic partner to central station customers, dealers, and enterprise accounts, with a focus on adoption, retention, as well growth across the Resideo services platform. This is a customer-facing, strategic role that combines account management with light operational oversight to ensure successful onboarding and long-term customer outcomes. The CSM acts as a trusted advisor and collaborates cross-functionally to deliver a seamless customer experience. The CSM is accountable for end-to-end customer lifecycle ownership, including onboarding, account health, retention, and operational readiness.

Job Duties:

• Manage a portfolio of AlarmNet customers (central stations, dealers, enterprise accounts)
• Drive customer adoption, retention, and growth
• Serve as the primary point of contact for escalations and strategic alignment
• Lead Quarterly Business Reviews (QBRs) and customer performance discussions emphasizing customer outcomes and actions
• Drive customer health, retention, and expansion through:
• Proactive risk identification and mitigation
• Data-driven insights and recommendations
• Customer Advocacy (Voice of Customer)
• Act as the voice of the customer across internal teams
• Translate customer feedback into actionable insights into product, service, and process improvements
• Partner with Product and Engineering to influence roadmap priorities
• Onboarding & Operational Oversight
• Ensure successful customer onboarding and go-live readiness
• Validate system configuration, signaling and services alignment
• Support complex onboarding scenarios and escalations as needed
• Cross-Functional Collaboration
• Work closely with Sales, Product, Engineering, Escalation and Technical Support teams
• Align stakeholders to deliver consistent, high-quality customer experiences
• Continuous Improvement
• Identify opportunities to enhance onboarding, lifecycle engagement, and internal processes
• Contribute to scalable playbooks, frameworks, and automation initiatives
• Drive improvements in customer satisfaction (CSAT/NPS) and time-to-value

You Must Have:

• 5+ years of experience in Customer Success, Account Management, or a related field
• Proven experience managing enterprise or high-value customer relationships
• Strong communication skills with the ability to engage at the executive level
• Ability to balance strategic account management with operational awareness
• Experience working cross-functionally in a matrixed organization

We Value:

• Experience in the alarm/security industry, IoT platforms, or SaaS-based services
• Familiarity with customer success platforms (e.g., Gainsight)
• Experience with billing, account setup processes, or enterprise systems (e.g., SAP)
• Knowledge of monitoring, routing, or security service workflows
• Success Measures
• Customer retention and churn reduction
• Adoption and growth within assigned accounts
• Time-to-onboard and time-to-value
• Customer satisfaction (CSAT/NPS)
• Accuracy of onboarding and system configuration

What's In It For You:

• Being part of a growing services business powering critical security infrastructure
• Work cross-functionally with product, engineering, and commercial teams
• Drive real customer impact across a strategic customer portfolio
• Opportunity to help shape scalable customer success frameworks