Manager, Customer Success

Fortive•Pittsburgh, PA

About The Position

The Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers (CSMs) to deliver consistent customer outcomes, drive adoption of products and services, and achieve retention and renewal objectives. This role provides people leadership, operational discipline, and performance management while ensuring standard work and systems are executed consistently across the team. The role operates as a player coach, balancing direct leadership of team performance with participation in complex customer situations as needed. The Manager partners cross functionally to improve end to end customer experience and drive scalable, repeatable Customer Success practices.

Requirements

Bachelor’s degree or equivalent professional experience
Minimum of 5 years of experience in Customer Success, Account Management, or a related customer-facing role
Minimum of 5 years of experience in people management or team leadership experience
Demonstrated ability to lead change, coach performance, and drive accountability
Strong written, verbal, and interpersonal communication skills
Experience working with CRM platforms such as Salesforce

Nice To Haves

Experience in SaaS, technology, or industrial environments
Familiarity with customer health metrics, renewal forecasting, and churn reduction strategies
Experience applying Lean, Kaizen, or continuous improvement methodologies

Responsibilities

Lead, coach, and develop a team of Customer Success Managers to achieve customer satisfaction, retention and renewal goals
Guide onboarding within accordance of the set onboarding and enablement guidelines
Reinforce accountability, ownership and continuous improvement behaviors across the team
Set clear performance expectations and provide regular feedback through structured coaching, performance reviews and development planning
Ensure consistent execution of the Customer Success engagement model, including adoption, business reviews, health monitoring, renewals, and upsell/cross sell opportunities
Provide leadership support for customer escalations, at risk accounts, and complex renewal scenarios
Guide prioritization of activities to balance proactive engagement with reactive issue resolution
Promote a customer-centric, outcomes-based approach to success management across accounts
Own and reinforce Customer Success standard work, including engagement cadence, documentation, and CRM data quality
Monitor key performance indicators related to customer health, retention, renewal forecasting, and team productivity
Identify performance gaps and implement corrective actions and improvement initiatives
Lead or sponsor continuous improvement efforts focused on Customer Success workflows and scalability
Partner with Sales, Product, Operations, and Support teams to remove friction across the customer lifecycle
Ensure effective adoption and usage of CRM and Customer Success systems (e.g., Salesforce)
Leverage dashboards and reporting to drive visibility, prioritization, and data driven decision making
Internal collaboration to improve reporting, automation, and insight generation
Translate performance data into actionable coaching and improvement plans