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