Customer Success Manger

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

   

• 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