Join a team recognized for leadership, innovation and diversity
We are looking for a talented, results-oriented, and highly motivated Customer Success Team Manager to join our cybersecurity Customer Success team at Honeywell, in Bucharest. The Customer Success Team Manager will manage a team of global CSMs with a variety of responsibilities focused on ensuring customer satisfaction, reducing churn and promoting expansion.
As a Customer Success Team Manager, you will serve as the primary point of contact and escalation to Honeywell’s cyber customers, and you will work closely with Honeywell Cyber Support, R&D, Product and Sales teams to promote customers’ needs. You will foster a culture of growth, accountability, and excellence.
This role requires an empathetic and direct leadership style, a commitment to continuous improvement, and the ability to adapt to a fast-paced environment while delivering results that drive customers retention, satisfaction, and expansion.
This position also demands a deep technical understanding of cybersecurity solutions, enabling you to guide your team and effectively collaborate with customers on complex challenges and opportunities.
This is a hybrid role, 3 days at the office + 2 days work from home model.

KEY SKILLS AND QUALIFICATIONS

• At least 5 years of experience as a Customer Success Team Manager.
• At least 5 years of practical experience in cybersecurity.
• Demonstrated experience in guiding customers through the entire lifecycle: onboarding, deployment, customer management, and renewal.
• Basic knowledge in networking concepts, protocols, and technologies.
• Excellent verbal and written communication skills to effectively interact with technical and non-technical stakeholders.
• Ability to build and maintain strong, long-lasting customer relationships.
• Strong organizational and project management skills
• Experience in network security and OT security, including ICS/SCADA systems, and the unique security challenges they face – an advantages
• Experience in technical support, product implementation, or technical consulting role – an advantage
• Strong analytical and problem-solving abilities to address customer issues and optimize their experience.

• Team Development: Mentor, coach, and support CSMs in developing their skills, achieving career goals, and driving customers success.
  o Oversee Team Main Activities
  o Deployment and Onboarding
  o Customer Management
  o Product Adoption

o Renewals and Upselling

• Metrics & Reporting: Monitor team performance through KPIs such as customer retention, NPS, and revenue growth; provide actionable insights to enhance outcomes.
• Process Optimization: Contribute to the development and refinement of Customer Success playbooks, ensuring alignment with best practices and organizational goals.
• Cross-Functional Collaboration: Act as a bridge between Customer Success, Sales, Product, and R&D teams to ensure seamless communication and alignment.