Sr Customer Support Specialist

Resideo • Aurora, IL • 1d ago

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

Resideo is a global leader in smart home and building solutions, with trusted brands including Honeywell Home, First Alert, and Resideo helping people feel more comfortable, secure, connected, and in control every day. Our products and technologies are found in more than 150 million homes and businesses worldwide. From intelligent climate solutions to security, sensing, water, and connected home technologies, Resideo develops and manufactures products designed to simplify everyday life and help protect what matters most. Our global teams span engineering, manufacturing, software, product management, supply chain, customer experience, and more - all working together to shape the future of connected living through innovation, quality, and meaningful real-world impact. At Resideo, our teams help create products and experiences that make everyday life more comfortable, secure, and connected for millions around the world. Learn more at http://www.resideo.com/.

You can find out more about how the talent community works here: https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Resideo-Talent\Community\Terms.pdf. Our recruitment privacy notice Resideo -Recruitment Privacy Notice - Dec 16 2022 describes in more detail how we process your personal data and how you can exercise your personal data rights.

If a disability prevents you from applying for a job through our website, request assistance mailto:careers@resideo.com

Resideo

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