Lead Customer Success Representative

About the role

The Lead Customer Success Representative is an experienced individual contributor responsible for managing a portfolio of customers and driving consistent execution of Customer Success activities across the customer lifecycle. This role focuses on ensuring customer adoption, satisfaction, and retention through proactive engagement and disciplined execution of Customer Success practices. The Lead Customer Success Representative operates with limited supervision, supports complex customer needs, and may provide functional guidance or mentoring to less-experienced Customer Success team members. This role does not carry formal people-management responsibility.

Responsibilities

• Customer Success Execution
  • Manage day-to-day Customer Success activities for assigned customer accounts
  • Execute onboarding, adoption, and lifecycle engagement plans aligned with Customer Success standards
  • Serve as the primary point of contact for customer relationship management
  • Support preparation and delivery of Business Reviews and status updates
• Adoption, Health & Retention
  • Monitor customer health, usage, and engagement indicators
  • Identify early signs of risk and take proactive action to support retention
  • Drive product adoption by sharing best practices and relevant use-case guidance
  • Support renewal readiness through consistent value delivery and customer engagement
• Customer Advocacy & Collaboration
  • Represent customer needs internally and coordinate with Support, Services, and Sales teams
  • Support renewal and expansion motions by identifying customer needs and opportunities
  • Ensure effective handoffs and follow-ups across the customer lifecycle
• Coaching & Informal Leadership
  • Provide guidance and day-to-day support to Customer Success Representatives or newer team members
  • Share best practices and contribute to team knowledge and execution consistency
  • Act as a role model for Customer Success execution discipline and customer engagement quality
• Operational Excellence
  • Maintain accurate customer records, activity tracking, and health status in CRM and Customer Success systems
  • Adhere to defined Customer Success processes, playbooks, and reporting requirements

Requirements

• You must have
  • 4+ years of experience in Customer Success, Customer Support, Services, or Account Management roles
  • Strong customer communication and relationship-management skills
  • Ability to manage multiple customer engagements independently
• We value
  • Bachelor’s degree or equivalent experience
  • Experience with recurring-revenue, subscription, or services-based business models
  • Familiarity with Customer Success tools, CRM systems, and customer health concepts
  • Experience supporting renewals or expansion activities

Functions as a senior individual contributor, managing moderately complex customer relationships. Exercises judgment within established Customer Success processes and guidelines and influences outcomes through execution quality and customer engagement.

Pay

The annual base salary range for this position in California and New York (excluding most major metropolitan areas), Colorado, Connecticut, and Hawaii is $100K - $140K. For Washington and most major metropolitan areas in New York & California, the annual base salary range is $110K - $150K. This position is incentive plan eligible.

Benefits

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes:

• Employer-subsidized Medical, Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability
• 401(k) match
• Flexible Spending Accounts and Health Savings Accounts
• Employee Assistance Program (EAP) and Educational Assistance
• Parental Leave
• Paid Time Off (for vacation, personal business, sick time, and parental leave)
• 12 Paid Holidays

About the company

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally.

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer.