Lead Customer Success Representative

Job description

The Lead Customer Success Representative is an experienced individual contributor responsible for managing a portfolio of customers and driving consistent execution of Customer Success activities across the customer lifecycle. This role focuses on ensuring customer adoption, satisfaction, and retention through proactive engagement and disciplined execution of Customer Success practices. The Lead Customer Success Representative operates with limited supervision, supports complex customer needs, and may provide functional guidance or mentoring to less-experienced Customer Success team members. This role does not carry formal people-management responsibility. Responsibilities: KEY RESPONSIBILITIES Customer Success Execution Manage day-to-day Customer Success activities for assigned customer accountsExecute onboarding, adoption, and lifecycle engagement plans aligned with Customer Success standardsServe as the primary point of contact for customer relationship managementSupport preparation and delivery of Business Reviews and status updatesAdoption, Health & Retention Monitor customer health, usage, and engagement indicatorsIdentify early signs of risk and take proactive action to support retentionDrive product adoption by sharing best practices and relevant use-case guidanceSupport renewal readiness through consistent value delivery and customer engagementCustomer Advocacy & Collaboration Represent customer needs internally and coordinate with Support, Services, and Sales teamsSupport renewal and expansion motions by identifying customer needs and opportunitiesEnsure effective handoffs and follow-ups across the customer lifecycleCoaching & Informal Leadership Provide guidance and day-to-day support to Customer Success Representatives or newer team membersShare best practices and contribute to team knowledge and execution consistencyAct as a role model for Customer Success execution discipline and customer engagement qualityOperational Excellence Maintain accurate customer records, activity tracking, and health status in CRM and Customer Success systemsAdhere to defined Customer Success processes, playbooks, and reporting requirements Qualifications: YOU MUST HAVE 4+ years of experience in Customer Success, Customer Support, Services, or Account Management rolesStrong customer communication and relationship-management skillsAbility to manage multiple customer engagements independentlyWE VALUE Bachelor’s degree or equivalent experienceExperience with recurring-revenue, subscription, or services-based business modelsFamiliarity with Customer Success tools, CRM systems, and customer health conceptsExperience supporting renewals or expansion activities Scope & Complexity Functions as a senior individual contributorManages moderately complex customer relationshipsExercises judgment within established Customer Success processes and guidelinesInfluences outcomes through execution quality and customer engagement The annual base salary range for this position in California and New York (excluding most major metropolitan areas), Colorado, Connecticut, and Hawaii is $100K - $140K. For Washington and most major metropolitan areas in New York & California, the annual base salary range is $110K - $150K. 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. This position is incentive plan eligible. ABOUT HONEYWELL TECHNOLOGIES Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy. Learn more THE BUSINESS UNIT Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit https://buildings.honeywell.com/ BENEFITS OF WORKING FOR HONEYWELL 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. Learn more 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. Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital s