Sr Customer Support Specialist

About the role

The Customer Success Manager (CSM) serves as a strategic partner to central station customers, dealers, and enterprise accounts, focusing on adoption, retention, and growth across the Resideo services platform. This customer-facing, strategic role 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, owning the end-to-end customer lifecycle, including onboarding, account health, retention, and operational readiness.

Responsibilities

• 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 and translate feedback into actionable insights for product, service, and process improvements.
• Partner with Product and Engineering to influence roadmap priorities.
• Ensure successful customer onboarding and go-live readiness, validating system configuration, signaling, and services alignment.
• Support complex onboarding scenarios and escalations as needed.
• Work closely with Sales, Product, Engineering, Escalation, and Technical Support teams to align stakeholders and deliver consistent, high-quality customer experiences.
• 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.

Requirements

• 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.

Skills

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.

Benefits

• Comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, and disability insurance.
• 401k Plan.
• Vacation & holidays.

Pay

The typical hiring salary for this role ranges from USD $82,140.00 to $139,860.00 per year but varies by specific work location. For example, the hiring salary for this role in Melville, NY is $98,568.00 to $167,832.00 per year and in New York City, NY is $102,675.00 to $174,825.00 per year. Within a range, base pay is determined based on market conditions, skills, and experience.

Schedule

Full time.

About Us

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.