Overview In this role you lead the Americas Customer Success team to drive adoption, retention, and growth across Honeywell Life Sciences. You'll align regional initiatives with the global CS strategy, nurture executive relationships, and ensure value realization for strategic accounts. You will balance long-term planning with day-to-day customer needs, scale processes, and develop a high-performing team. This is a hands-on leadership position in a hybrid Hamilton, NJ office with a strong emphasis on cross-functional collaboration and measurable outcomes.
Compensation / Benefits- competitive salary
- comprehensive benefits package (medical, dental, vision, life)
- disability insurance
- 401(k) match
- FSA and HSA options
- EAP and Educational Assistance
Responsibilities- Lead, mentor, and develop regional Customer Success Managers to build a high-performance culture focused on outcomes and growth.
- Coach CSMs to foster trusted executive relationships, driving adoption and satisfaction across the Americas.
- Serve as regional escalation point and executive sponsor for strategic accounts, ensuring timely resolution and accountable outcomes.
- Partner with Sales, Product, Support, Services, and other teams to drive adoption, value realization, and overall CS success.
- Develop, improve, and scale CS methodologies, programs, and playbooks to drive adoption, retention, renewals, and expansion.
- Maintain a select portfolio of strategic/enterprise customers to stay connected with needs and market trends.
- Coach and support CSMs in identifying growth opportunities within existing accounts to support retention and expansion.
- Provide leadership for CS planning and ensure success plans align with customer objectives for retention and renewal.
- Establish and monitor key CS metrics (health, adoption, retention, renewals, expansion, satisfaction, NPS).
- Leverage AI, insights, and data analytics to identify risks/opportunities, improve decision-making, and scale impact across the region.
- Foster continuous improvement, innovation, collaboration, and customer advocacy.
Key requirements- 6+ years of experience in Customer Success, Account Management, Professional Services, or related customer-facing roles
- 3+ years of experience leading teams in CS, Professional Services, or Presales
- Background in SaaS/software/technology with life sciences/pharma/manufacturing/health quality standards
- Proven track record building and maintaining strong customer relationships
- Experience with Salesforce and Gainsight (or comparable CS tools)
- Strong problem-solving and negotiation abilities for issue resolution and growth
- Ability to analyze customer data and translate into actionable insights
- leadership
- mentoring
- strategic thinking
- Salesforce
- Gainsight
- data analysis
