Senior Customer Success Lead - Adoption & Retention

Honeywell International, Inc.; Lansing (MI); On-site; USD 95,000 - 150,000; Full time

Job summary

Honeywell International, Inc. is seeking a Lead Customer Success Representative to manage a portfolio of accounts and drive consistent customer success execution across the lifecycle.

The role emphasizes onboarding, adoption, renewal readiness, and proactive engagement to boost adoption and retention, with mentorship to newer team members and collaboration across Support, Services, and Sales teams. Candidates should have 4+ years in CS/Support/Services or AM, strong relationship skills, and the

Qualifications

• 4+ years of experience in Customer Success, Customer Support, Services, or Account Management roles.
• Strong customer communication and relationship-management skills.
• Ability to manage multiple customer engagements independently.

Responsibilities

• Manage day-to-day Customer Success activities for assigned customer accounts
• Execute onboarding, adoption, and lifecycle engagement plans aligned with Customer Success standards
• Serve as the primary point of contact for customer relationship management
• Support preparation and delivery of Business Reviews and status updates
• Monitor customer health, usage, and engagement indicators
• Identify early signs of risk and take proactive action to support retention
• Drive product adoption by sharing best practices and relevant use-case guidance
• Support renewal readiness through consistent value delivery and customer engagement
• Represent customer needs internally and coordinate with Support, Services, and Sales teams
• Support renewal and expansion motions by identifying customer needs and opportunities
• Ensure effective handoffs and follow-ups across the customer lifecycle
• Provide guidance and day-to-day support to Customer Success Representatives or newer team members
• Share best practices and contribute to team knowledge and execution consistency
• Act as a role model for Customer Success execution discipline and customer engagement quality
• Maintain accurate customer records, activity tracking, and health status in CRM and Customer Success systems
• Adhere to defined Customer Success processes, playbooks, and reporting requirements

Skills

Customer Success

Customer Support

Account Management

Services

Education

Bachelor’s degree

Tools

CRM systems

Customer Success tools

Job description

Honeywell International, Inc. is seeking a Lead Customer Success Representative to manage a portfolio of accounts and drive consistent customer success execution across the lifecycle.

The role emphasizes onboarding, adoption, renewal readiness, and proactive engagement to boost adoption and retention, with mentorship to newer team members and collaboration across Support, Services, and Sales teams. Candidates should have 4+ years in CS/Support/Services or AM, strong relationship skills, and the