Job DescriptionThe 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
