Customer Success Manager - Enterprise

Fortive•Pittsburgh, PA

23h

About The Position

The Customer Success Manager, Enterprise plays a key role in ensuring long-term satisfaction and retention at strategic enterprise accounts, partnering with the EBDM sales team. The role manages key account relationships, provides strategic guidance, and delivers proactive support to maximize customer success and retention. As a trusted advisor to the enterprise account sales team, the CSM fosters strong relationships and advocates for customer needs within the organization. The position owns customer relationships from onboarding through renewal and develops tailored success strategies that drive adoption, usage, and measurable outcomes. It includes monitoring account health, mitigating churn risks, supporting renewals and revenue growth, coordinating internal teams, and maintaining accurate CRM records. Travel to customer sites, conferences, and face-to-face engagements may be required up to 25% of the time.

Requirements

At least 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.
Ability to think strategically and execute tactically while consistently delivering high customer satisfaction and retention in a fast-paced environment.
Demonstrated ability to negotiate, manage, and close 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 focused on driving results.
Customer-obsessed approach, ability to deliver results, and commitment to building extraordinary teams, aligned with Fortive's 9 elements.

Nice To Haves

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.

Responsibilities

Manage a portfolio of enterprise-level customers and own 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 in collaboration with internal teams such as engineering and support.
Identify cross-sell and upsell opportunities within existing accounts to support revenue growth.
Facilitate customer renewals, coordinating quotes, contracting, and internal stakeholders with sales support.
Advocate for customer needs and provide feedback to improve products and services.
Travel to customer sites, up to 25%, for face-to-face engagement, issue resolution, and conferences.
Maintain accurate CRM documentation and operational accuracy in pipeline and opportunity management.
Coordinate issue resolution by leveraging Technical Support and Field Services teams to support successful renewals.
Partner with the enterprise sales team, learn about customer objectives for choosing iNet, and serve as the customer's single point of contact on renewals.
Collaborate across departments and customer levels using strong communication and project management skills.