Customer Success Manager

• Customer Success Manager – Americas 

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. 

Responsibilities

• 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.