Sr Customer Support Specialist

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

Resideo is a global leader in smart home and building solutions, with trusted brands including Honeywell Home, First Alert, and Resideo helping people feel more comfortable, secure, connected, and in control every day. Our products and technologies are found in more than 150 million homes and businesses worldwide. From intelligent climate solutions to security, sensing, water, and connected home technologies, Resideo develops and manufactures products designed to simplify everyday life and help protect what matters most. Our global teams span engineering, manufacturing, software, product management, supply chain, customer experience, and more — all working together to shape the future of connected living through innovation, quality, and meaningful real-world impact. At Resideo, our teams help create products and