Digital Success Manager

FERGUSON

1d•$106,300 - $170,100•Remote

About The Position

Ferguson is seeking a Digital Success Manager to join their Digital Enablement (eProcurement) Team. This role is crucial for driving customer success, adoption, and growth in the Residential Trade and HVAC businesses, focusing on Field Service Management (FSM) platforms and Vendor-Managed Inventory (VMI) solutions like Ferguson SureStock. The Digital Success Manager will act as a senior individual contributor, responsible for translating digital solutions into measurable business results by collaborating with software partners, sales teams, customers, and internal stakeholders. The role involves identifying growth opportunities, increasing adoption, enhancing the customer experience, and tracking the performance of the digital portfolio. While the primary focus is on existing FSM partnerships and SureStock, there may be opportunities to assess new software partnerships. This position is approved for Remote work or Hybrid if local to HQ.

Requirements

Bachelor's degree in business, marketing, information systems, or a related field, or equivalent professional experience.
8+ years of experience in customer success, strategic account management, partner management, business development, digital solutions, or a similar role managing complex, high-value relationships or portfolios.
Strong understanding of Field Service Management, contractor software, or digital solutions used by Residential Trade and HVAC businesses, including the workflows and factors that drive customer adoption.
Hands-on experience with Field Service Management platforms such as ServiceTitan, Jobber, FieldPulse, Buildertrend, or Knowify.
Experience with or knowledge of Vendor-Managed Inventory (VMI) solutions and the competitive VMI landscape.
Hands-on experience with Vendor-Managed Inventory (VMI) platforms such as PLY, Kojo, CribMaster, eTurns, Fishbowl, or Keepstock.
Proven ability to manage strategic partnerships or a portfolio of digital solutions and develop strategies that drive customer adoption, engagement, growth, and measurable business results.
Strong analytical and commercial skills, with the ability to establish critical metrics, evaluate performance, find opportunities, and connect digital adoption to revenue and broader business outcomes.
Excellent communication and presentation skills, with the ability to work effectively with customers, software partners, sales teams, and senior leadership.
Proven ability to lead complex cross-functional initiatives across sales, marketing, product, and technical teams through influence rather than formal authority.
High ownership and accountability, with experience operating as a senior individual contributor and independently driving strategy and execution.
Experience with reporting and CRM tools such as Salesforce or Power BI.
Willingness to travel to meet customers, field teams, and partners in person when needed.

Responsibilities

Serve as the business owner for Ferguson's strategic Field Service Management partnerships, including established platforms such as ServiceTitan and Jobber.
Develop and implement strategies to increase customer adoption, engagement, and growth across each partnership.
Build strong relationships with software partners and find opportunities to expand how Ferguson and its partners work together.
Understand each partner's capabilities, roadmap, and value proposition, and translate those opportunities into strategies for Ferguson customers and sales teams.
Lead joint initiatives with partners to increase awareness, adoption, and customer success.
Track adoption, engagement, revenue, and overall business performance across the FSM partnership portfolio.
Identify barriers to adoption and recurring customer feedback, working with partners and internal teams to improve the customer experience.
Lead regular business reviews with strategic partners to evaluate performance, find opportunities, and establish priorities.
Identify emerging customer or market needs and, when appropriate, help assess potential new software partnership opportunities.
Own the business strategy, post-go-to-market approach, adoption, and growth of Ferguson SureStock, Ferguson's vendor-managed inventory solution.
Develop strategies to increase SureStock adoption across Residential Trade and HVAC customers.
Establish growth targets and performance measures, tracking customer adoption, engagement, expansion, revenue, and overall business impact.
Partner with sales and field teams to identify customers and markets that would benefit from SureStock.
Develop positioning, digital enablement, and customer outreach strategies that clearly communicate SureStock's value.
Use customer and sales feedback to find opportunities to improve the SureStock experience and expand its value.
Stay current on the vendor-managed inventory landscape to inform SureStock's competitive positioning and growth strategy.
Develop go-to-market and growth plans across both FSM partnerships and Ferguson SureStock, defining target customers, positioning, adoption strategies, success measures, and growth opportunities.
Work with sales and field teams to find opportunities to bring these solutions to more customers and expand adoption within existing accounts.
Partner with internal teams to introduce and expand solutions through presentations and communications to leadership, sales, field teams, and other interested parties.
Support sales conversations with positioning, materials, demonstrations, and subject-matter expertise.
Develop targeted outreach, education, and campaigns to generate awareness and new opportunities.
Coordinate closely with technical implementation teams to ensure customers receive a consistent experience from launch through ongoing success.
Report portfolio performance, growth opportunities, customer feedback, risks, and recommendations to Ferguson leadership.
Use data and customer insights to continuously determine where Ferguson should focus to drive the greatest impact.