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 stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.
We are a diverse team 18,000 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.
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