Manager, Customer Success

Fortive•Pittsburgh, PA

About The Position

The Manager, Customer Success drives revenue retention, customer lifetime value, and scalable customer experience execution by leading a team of Customer Success Managers. The role promotes consistent use of the Customer Success model to improve product utilization, reduce churn, and accelerate renewals and expansion opportunities. As a player-coach, the Manager leads team performance while directly engaging in complex customer scenarios, and works cross-functionally to remove friction across the customer lifecycle and improve operational efficiency. The Manager owns team performance against renewal, churn reduction, and expansion targets; develops and coaches the team; promotes operational excellence and scalable processes; coordinates with Sales, Support, Product, and Operations; and uses reporting and dashboards to guide performance management and decision-making. Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions. The company continues to expand its hardware and software offerings for connected workers, with a vision of ending death on the job by 2050.

Requirements

Bachelor’s degree or equivalent professional experience.
At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role.
At least 5 years of 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

Own team performance against renewal rate, churn reduction, and expansion targets.
Drive proactive account engagement to increase product adoption and customer value realization.
Lead strategies for at-risk accounts and escalations to protect revenue.
Build and coach a high-performing team aligned to customer outcomes and commercial objectives.
Establish expectations, accountability, and development plans for each team member.
Improve time to productivity through structured onboarding and continuous coaching.
Enforce standard work and CRM discipline to improve execution consistency and forecasting accuracy.
Drive continuous improvement initiatives to enhance productivity and cost-to-serve.
Scale repeatable processes to support growth without proportional headcount increases.
Partner with Sales, Support, Product, and Operations to improve the end-to-end customer experience.
Reduce handoff friction and improve alignment across the commercial lifecycle.
Ensure consistent delivery of customer-centric, outcomes-based engagement.
Use reporting and dashboards to drive visibility, prioritization, and decision-making.
Translate insights into coaching actions, process improvements, and revenue protection strategies.
Improve system adoption to enable automation, insight generation, and scalability.