Senior Enterprise Customer Success Manager

SBG; Melville (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

SBG seeks a Customer Success Manager to partner with central station customers, dealers, and enterprise accounts, focusing on adoption, retention, and growth of the Resideo services platform. This role blends account management with light operational oversight to ensure onboarding success and long-term customer outcomes.

You will own end-to-end lifecycle, lead quarterly business reviews, and collaborate with Product and Engineering to influence roadmap priorities for better service experiences.

Qualifications

• 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.

Responsibilities

• 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 QBRs and customer performance discussions emphasizing outcomes and actions.
• Drive customer health, retention, and expansion through proactive risk identification and data-driven insights.
• Act as the voice of the customer across internal teams and translate feedback into actionable improvements.
• Partner with Product and Engineering to influence roadmap priorities.
• Onboarding and operational oversight to ensure go-live readiness and configuration alignment.
• Work with Sales, Product, Engineering, Escalation, and Technical Support to align stakeholders.

Skills

Customer Success

Account Management

Executive communication

Cross-functional collaboration

Tools

Gainsight

SAP

Job description

SBG seeks a Customer Success Manager to partner with central station customers, dealers, and enterprise accounts, focusing on adoption, retention, and growth of the Resideo services platform. This role blends account management with light operational oversight to ensure onboarding success and long-term customer outcomes.

You will own end-to-end lifecycle, lead quarterly business reviews, and collaborate with Product and Engineering to influence roadmap priorities for better service experiences.