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