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 experiences that make everyday life more comfortable, secure, and connected for millions around the world. Learn more at www.resideo.com.
You can find out more about how the talent community works here: Resideo Talent Community Terms. Our recruitment privacy notice Resideo -Recruitment Privacy Notice - Dec 16 2022 describes in more detail how we process your personal data and how you can exercise your personal data rights.
If a disability prevents you from applying for a job through our website, request assistance here.
Skills Required
- 5+ years of experience in Customer Success, Account Management, or a related field
- Experience managing enterprise or high-value customer relationships
- Strong communication skills, including executive-level engagement
- Ability to balance strategic account management with operational awareness
- Experience working cross-functionally in a matrixed organization
- Experience in the alarm or security industry, IoT platforms, or SaaS-based services
- Familiarity with customer success platforms such as Gainsight
- Experience with billing, account setup processes, or enterprise systems such as SAP
- Knowledge of monitoring, routing, or security service workflows
Resideo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Resideo and has not been reviewed or approved by Resideo.
-
Retirement Support — Feedback suggests the retirement program features a standout employer match and access to an employee stock purchase plan. These elements add meaningful long-term value to total rewards.
-
Leave & Time Off Breadth — Feedback suggests time off is generous in some salaried roles, with flexible or unlimited PTO alongside company holidays and parental leave. Actual usage appears to depend on team norms and manager support.
-
Healthcare Strength — Feedback suggests medical, dental, and vision coverage are comprehensive, complemented by wellness resources and health savings options in some plans. This establishes a solid baseline of health support across many roles.
Resideo Insights
What We Do
Resideo is a global leader in ensuring homeowners are safe, productive and comfortable in their homes. The company became an independent, publicly traded company in late 2018 as a result of Honeywell spinning off its Homes product portfolio and ADI Global Distribution businesses. Resideo’s mission is to provide its customers with integrated, simple solutions for today’s connected home.
Why Work With Us
Resideo puts people in charge of their home comfort, safety, security, and energy efficiency. We are also a top global distributor of security, fire, and low-voltage products. We work as a team of teams, where we all understand and work towards a common goal to solve challenges, serve our customers, and support the communities where we live.
Gallery
