Customer Success Rep II

We have an opportunity for a Customer Success Manager (Americas) to join Honeywell, where you will be responsible for building and maintaining strong relationships with customers across the Americas region, ensuring they achieve their desired business outcomes and realize maximum value from our solutions. You will serve as a trusted advisor and primary point of contact, helping customers drive adoption, optimize usage, expansion, and achieve long-term success.

In this role, you will impact customer satisfaction, retention, and growth by proactively engaging with customers throughout their lifecycle. You will collaborate across Sales, Professional Services, Support, and Product teams to ensure a seamless customer experience while identifying opportunities to expand customer value and strengthen strategic partnerships.

This is a hybrid role based in our Hamilton, NJ office with approximately 25% travel across the Americas region.

• Build and maintain strong customer relationships, acting as a trusted advisor and primary point of contact.
• Develop a deep understanding of each customer's business objectives, operational challenges, and success criteria.
• Create and execute Customer Success Plans aligned to customer goals and desired outcomes.
• Conduct regular customer meetings, health checks, business reviews, and executive stakeholder engagements.
• Drive product adoption and utilization by promoting best practices and customer enablement.
• Monitor customer health, usage trends, adoption metrics, and engagement levels to identify risks and opportunities.
• Proactively identify and address customer concerns to improve satisfaction and reduce churn risk.
• Partner with onboarding, implementation, and support teams to ensure a smooth customer experience.
• Advocate for customers internally and communicate feedback, enhancement requests, and business requirements to product teams.
• Manage customer inquiries and escalations, coordinating resources to achieve timely resolution.
• Manage & execute the renewal process through early and proactive engagement and by demonstrating business value, adoption success, and value realization.
• Identify and qualify opportunities for account expansion, cross-sell, and upsell in partnership with Sales.
• Maintain accurate customer records, account plans, health scores, and forecasts within CRM and customer success platforms.
• Develop mitigation plans for at-risk accounts and execute retention strategies.
• Deliver customer insights and success outcomes to internal stakeholders to support strategic planning.

YOU MUST HAVE

• 3+ years of experience in Customer Success, Account Management, Customer Experience, or a related customer-facing role.
• 3 years experience working with B2B SaaS solutions and subscription-based business models.
• Proven measurable experience ability to build trusted relationships and manage multiple customer accounts simultaneously.
• 3 years experience working cross-functionally with Sales, Support, Services, and Product organizations.
• 3 years experince in CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.

• Life Sciences industry experience
• Bachelor's degree in Business, Engineering, Information Technology, Life Sciences, or a related field preferred.
• Customer-first mindset with a passion for driving customer outcomes.

  Self-motivated and results-oriented with strong attention to detail.

• Ability to thrive in a fast-paced, collaborative environment.

  Strong business acumen and consultative approach.

  Willingness to travel up to 25% throughout the Americas region.

  Strong communication, presentation, and stakeholder management skills, including engagement with executive-level contacts.

  Ability to analyze customer usage data and translate insights into actionable recommendations.

  Strong problem-solving, organizational, and project management skills.

• The annual salary range for this position is $71,600.
  
  - $89,600. This position is incentive eligble. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.
• 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, Health Savings Accounts, EAP, and Educational Assistance;
  Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit:

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