Principal Customer Success Manager

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

KEY 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.

YOU MUST HAVE

• 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.

WE VALUE

• 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.

COMPENSATION AND BENEFITS

The annual base salary range for this position in California and New York (excluding most major metropolitan areas), Colorado, Connecticut, and Hawaii is <$134k - $172k>.  For Washington and most major metropolitan areas in New York & California, the annual base salary range is <$159k - $198k>. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

This position is incentive plan eligible. 

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: Benefits at Honeywell

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates. 

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