Sr Manager, Customer Success

Senior Customer Success Manager is responsible for leading Customer Success execution for a defined customer portfolio or segment, ensuring consistent delivery of customer value, retention, and growth.

This role manages Customer Success Managers or supervisors and translates Customer Success strategy into day-to-day operational execution. It operates under the direction of a Director or senior leader, ensuring customer engagement models, health management, and renewal readiness are executed with discipline and consistency.

1. Customer Success Execution

• Own customer health, engagement, and value realization outcomes for assigned portfolio
• Ensure consistent execution of Customer Success plans, onboarding, adoption, and lifecycle activities
• Proactively identify customer risks and lead mitigation actions to support retention and renewal outcomes
• Ensure all customers have defined success criteria that are actively tracked
• Review monthly and quarterly value reports
• Drive high customer satisfaction and long-term value realization
• Directly manage Customer Success Managers and/or first-line supervisors
• Set performance objectives and conduct regular performance reviews
• Provide coaching, mentoring, and development for team members
• Support hiring, onboarding, and capability development of Customer Success talent

3. Operational Management

• Execute standardized Customer Success processes, playbooks, and KPIs
• Maintain accurate renewal forecasts and visibility into customer health
• Drive adoption of Customer Success tools (e.g., CRM, health tracking platforms)
• Ensure disciplined execution of engagement models and lifecycle processes

4. Cross-Functional Collaboration

• Partner with Sales teams on:
  • Renewal strategy
  • Account planning
  • Expansion opportunities
• Coordinate with Support, Product, and Services teams to ensure successful customer outcomes
• Align internal stakeholders to deliver consistent customer experience

Key Outcomes / KPIs

• Customer retention and renewal rates
• Customer health and engagement scores
• Adoption and value realization metrics
• Forecast accuracy (renewal & upsell)
• Team performance and productivity

• Minimum of 6 years of experience in customer success management or related field.
• Experience managing customer relationships and driving customer satisfaction and retention.
• Advanced experience in SaaS and Cloud Solutions.
• Advanced experience in communication protocols and IIoT platforms
• Experience in growing Software Annual Recurring Revenue, expanding account usage, and reducing churn.
• Knowledge of customer success tools, CRM systems, and data analytics to monitor customer health and engagement.
• Experience working with cross-functional teams to deliver customer-centric solutions.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience in managing customer success in a technology or industrial environment.
• Strong problem-solving skills and ability to think strategically to drive customer outcomes.
• Excellent organizational skills and ability to manage multiple customer accounts effectively.

The annual base salary range for this position is $142,000 - $179,000. 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.

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:

Location:

2101 City West Blvd, Houston, TX, 77042, US (Hybrid)

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. citizen, U.S. permanent resident, or have asylum or refugee status in the U.S.