Customer Success Manager - Enterprise

Fortive•Pittsburgh, PA

About The Position

The Customer Success Manager - Enterprise supports long-term satisfaction and retention across strategic enterprise accounts in partnership with the EBDM sales team. The role owns key account relationships from onboarding through renewal, provides strategic guidance and proactive support, and acts as a trusted advisor to the enterprise account sales team while advocating for customer needs. The position focuses on customer adoption, measurable outcomes, account health, and renewal success.

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 maintaining 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.
Strong communication, project management, and collaboration skills across departments and customer levels.
Alignment with Fortive’s nine elements: customer obsessed, delivering results, and building extraordinary teams.

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 customers and own relationships from onboarding through renewal.
Develop and execute tailored customer success strategies to increase adoption and usage and achieve 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, including engineering and support.
Identify cross-sell and upsell opportunities within existing accounts to support revenue growth.
Facilitate customer renewals, including coordinating quotes, contracts, and internal stakeholders with sales support.
Advocate for customer needs and provide feedback to improve products and services.
Travel to customer sites for face-to-face engagement, issue resolution, and conferences.
Maintain accurate CRM documentation and operational accuracy in pipeline and opportunity management.
Coordinate issue resolution with Technical Support and Field Services Teams to support successful renewals.
Partner with the enterprise sales team, learn about customers’ objectives for choosing iNet, and act as their single point of contact on renewals.