Job Description

Customer Success Manager - Enterprise

POSITION OVERVIEW  

The Customer Success Manager (CSM) Enterprise plays a key role in ensuring long-term customer satisfaction and retention at strategic, critical enterprise accounts partnering with the EBDM sales team.  

This position is responsible for maintaining key account relationships, providing strategic guidance, and delivering proactive support to maximize customer success and customer retention. CSM Enterprise acts as a trusted advisor to the enterprise account sales team, fostering strong relationships and advocating for customer needs within the organization. If you have a passion for customer advocacy, problem-solving, and driving business outcomes, this role offers an exciting opportunity to make an impact. 

RESPONSIBILITIES AND DELIVERABLES 

• Manage a portfolio of enterprise-level customers, owning relationships from onboarding through renewal. 
• Develop and execute tailored customer success strategies to drive adoption, usage, and measurable outcomes. 
• Conduct regular business reviews, monitor account health and KPIs, and proactively mitigate churn risks. 
• Provide product training, guidance, and best practices by collaborating with internal teams (engineering, support, etc.). 
• Identify cross-sell and upsell opportunities within existing accounts to support revenue growth. 
• Facilitate customer renewals, including working with sales support for quotes, contracting, and coordination with various internal stakeholders. 
• Advocate for customer needs by providing feedback to enhance products and services. 
• Travel to customer sites (up to 25%) for face-to-face engagement, issue resolution, and conferences. 
• Maintain accurate CRM documentation and ensure operational accuracy in pipeline and opportunity management. 
• Demonstrate strong communication, project management, and collaboration skills across departments and customer levels. 

QUALIFICATIONS 

Required 

• 5 years+ of Customer Success, Account Management, or related customer-facing experience.
• Strong relationship-building and customer engagement skills. 
• Excellent problem-solving and critical thinking abilities. 
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment  
• Successfully negotiating, managing, and closing customer renewals.
•  Strong Commercial acumen, including experience negotiating and closing customer renewals.
• Ability to analyze data and develop actionable insights to improve customer success. 
• Effective communication and presentation skills for executive-level interactions. 
• Proactive, goal-oriented mindset with a focus on driving results. 
• Coordination of issue resolution, leveraging Technical Support and Field Services Teams to ensure successful renewals 
• Partnering with the enterprise sales team, understand and continuously learn about the customer’s objectives for choosing iNet and engaging with customers as their single point of contact on renewals 
• Fortive 9 elements: Customer obsessed, delivering results, building extraordinary teams 

Preferred: 

• Familiarity with customer success metrics and account health management. 
• Experience working in a SaaS or technology-driven environment. 
• Understanding of consultative selling and strategic account management. 
• Ability to manage multiple complex accounts and competing priorities. 

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Pay Range

The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 106000 - 177000.

Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.