Principal Customer Success Manager

Honeywell•Atlanta, GA

17d•Remote

About The Position

Principal Customer Success Manager role is responsible for driving adoption and success of CLSS offerings among ESD/SMB customers. This role shapes key partnerships, identifies solution gaps, and influences portfolio growth across the software customer base. The position requires cross-functional collaboration and thought leadership to deliver meaningful insights and drive operational excellence. Reporting Relationships : Reports to Director of Fire Software Sales , dotted line to Director of Offering Responsibilities

Requirements

Bachelor's degree or successful career progression in operations over minimum of 10 years
Deep understanding of ESD operations (installation, compliance, scheduling) and facility owner responsibilities.
Experience building customer success strategies and driving software adoption.
Familiarity with recurring revenue business models and channel GTM for new technologies.
Strong business and sales acumen, including budgeting and technology integration.
Experience in mapping products for ESD/Facility operations and developing M&A strategies.
Demonstrated ability to drive cultural change in sales and customer success teams.

Nice To Haves

Minimum 10 years’ experience in large, matrixed organizations with a proven track record of innovation and results.
Critical thinker with disciplined problem-solving skills.
Willing to advocate passionately for strategic initiatives.
Effective risk manager, confident in decision-making amid uncertainty.
Capable of becoming a recognized thought leader in the industry.
Excellent communication, persuasion, and influencing skills.
Recognized as a self-starter, motivator, and charismatic leader.
High integrity, ethics, and commitment to diversity and inclusion.
Relevant domain experience in Honeywell’s Fire markets (Buildings, Healthcare, Critical Environment, Hospitality) is a plus.
Knowledge of software marketplace development is a plus.

Responsibilities

Develop and execute medium- to long-term customer success relationships
Drive adoption of CLSS offerings with ESD/SMB customers.
Build and nurture strategic partnerships with key companies.
Work with offering leaders in developing impactful products as well as resolving defects
Identify and implement strategies for increasing share of demand (GTM, pricing, tech support, customer service).
Challenge commercial and offering teams on portfolio direction and business models.
Influence go-to-market decisions and discover new funding models for growth.
Contribute to strategic planning (STRAP, AOP) with portfolio and commercial leaders.