Customer Success Lead

Job Description

As the Customer Success Lead for the Americas Region at Honeywell Life Sciences, you will be responsible for leading and developing a high-performing Customer Success team while executing our global customer success strategy across the Americas. You will drive customer adoption, value realization, retention, and growth by enabling Customer Success Managers (CSMs) to deliver exceptional customer outcomes on a scale. The ideal candidate is a strategic leader who can balance long-term planning, operational excellence, and team development while remaining closely connected to customer needs, market trends, and the day-to-day realities of the business.

Reporting to the Global Director of Customer Success, you will be based in our Hamilton, NJ office and work on a hybrid schedule. In this role, you will lead a team of Customer Success Managers and serve as the regional point of accountability for customer outcomes, team performance, and the execution of customer success initiatives that drive retention, expansion, and sustainable revenue growth.

• Lead, mentor, and develop Customer Success Managers across the Americas region, fostering a high-performance culture focused on customer outcomes, accountability, and professional growth.
• Coach and enable CSMs to build trusted customer relationships, providing guidance, best practices, and executive support to ensure consistent customer engagement, adoption, and satisfaction across the region.
• Serve as the regional escalation point and executive sponsor for strategic accounts, ensuring timely resolution of customer challenges and accountability for customer outcomes within the Americas team.
• Partner with Sales, Product, Support, Services, and other cross-functional teams to drive customer adoption, value realization, and overall customer success.
• Develop, improve, and scale Customer Success methodologies, programs, and playbooks that drive consistent adoption, retention, renewals, and expansion across strategic and enterprise customers.
• Maintain a select portfolio of strategic or enterprise customers to stay connected to customer needs, market trends, and the overall customer experience.
• Coach and support CSMs in identifying growth opportunities within existing accounts, helping customers realize additional value while contributing to retention and expansion objectives.
• Provide leadership and oversight for customer success planning, ensuring success plans are aligned to customer business objectives and support long-term retention and renewal outcomes.
• Establish, monitor, and drive accountability for key Customer Success metrics, including customer health, adoption, retention, renewals, expansion, customer satisfaction, and NPS.
• Leverage AI, customer insights, and data analytics to identify risks and opportunities, improve decision-making, increase team effectiveness, and scale customer impact across the region.

Foster a culture of continuous improvement, innovation, collaboration, and customer advocacy, empowering team members to drive exceptional customer outcomes.

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.

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The salary range for this position is $113,000 - $141,000. 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.

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

• 6+ years of experience in Customer Success, Account Management, Professional Services, or related customer-facing experience
• 3+ years of expereince leading teams in Customer Success, Professional Services, or Presales
• Background in SaaS, software, technology environment and industry experience in life sciences, pharmaceuticals, manufacturing, or health quality standards
• Proven track record of building and maintaining strong customer relationships
• Experience working with Salesforce and Gainsight (or a comparable customer success tool), enabling effective management of customer accounts and data analysis
• Strong problem-solving and negotiation abilities to resolve customer…