Customer Success Manager, Industrial Software

Honeywell•Houston, TX

14h•Hybrid

About The Position

The Customer Success Manager manages assigned customer contracts by aligning customer goals with business goals in a cohesive, data-led, customer-informed process. The role is responsible for improving customer satisfaction and net recurring revenue, and for ensuring delivery of contracted engineering activities, repairs, migrations, and upgrades. Through close relationships with assigned accounts, the Customer Success Manager turns existing customer relationships into business partnerships that create value for both the customer and Honeywell. The role reports directly to the Customer Success Leader for Americas and is based in Houston, Texas, on a hybrid basis.

Requirements

At least 5 years of industrial experience in areas such as Operations, Technical Services, Software Engineering, Software Sales, Software Consulting, Software Support, or Software Customer Success.
At least 5 years of experience in areas such as Alarm Management, Advanced Process Control, Operator Training Simulator, Production Accounting and Reconciliation, or Process Simulation.

Nice To Haves

Degree in Engineering; Chemical Engineering is highly preferred.
MBA or postgraduate qualifications.
Strong customer interaction skills, including engaging industrial clients through outcome-based solutions and fostering long-term relationships.
Refinery, petrochemicals, or mining operations or technical services experience.
Knowledge of industrial customer success management, product management, project management, or engineering management.
Knowledge of customer industry business drivers that supports customer-value discussions in Oil Refining, O&G, LNG, Chemicals, and Mining/Mineral Processing.
Understanding of regional customer cultures and dynamics.
Ability to influence leadership.
Excellent verbal and written communication skills, including the ability to conduct customer conversations that drive mutual business value and advance relationships.
Self-motivated.
Ability to develop and maintain strategic customer relationships.

Responsibilities

Build strong, long-term customer relationships through regular communication and effective issue resolution, offering alternative solutions tailored to individual needs.
Act as an ambassador for the product, company, and industry, educating customers about solution capabilities.
Develop an optimized, data-led customer journey plan for every customer and align internal stakeholders around it.
Collaborate with Sales and Marketing to create and optimize upsell and cross-sell strategies.
Conduct weekly, quarterly, and annual customer business reviews to support product and service optimization, proactively resolve issues, and achieve customer goals.
Assess risk for each customer and proactively prevent dissatisfaction or lost business, supporting retention throughout the customer lifecycle.
Share customer insights and the voice of the customer with Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering.
Monitor customer health across assigned accounts, including product usage, depth and breadth of usage, engagement length, support needs, survey results, product feedback, community involvement, and the overall relationship.
Drive net recurring revenue growth.
Deliver engineering services on time and above customer expectations.
Identify upsell and cross-sell opportunities within assigned accounts.