The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 100600 - 186800

POSITION OVERVIEW 

We are currently seeking a dynamic and results-driven individual to join our team as a Manager within the Customer Success (CS) department. As a key leader in the CS team, the Manager - Customer Success plays a crucial role in guiding and developing a diverse group of Customer Success Representatives to ensure they provide exceptional service and support to our clients. Reporting directly to the Director of Customer Success, the successful candidate will be instrumental in managing individual performance, fostering team collaboration, and executing strategic team objectives to drive customer satisfaction and loyalty. With a focus on nurturing a high-performance culture within the team, the Manager - Customer Success will also be responsible for identifying areas for improvement, implementing best practices, and contributing to the overall growth and achievement of the department's goals. Your dedication to customer excellence will not only impact the success of your team but also influence the long-term success of Intelex by ensuring our customers realize the full value of our services and remain our partners for years to come. 

RESPONSIBILITIES AND DELIVERABLES 

Build, inspire, and manage a top-tier Customer Success team by fostering a culture of excellence, ensuring the team surpasses objectives and delivers substantial value to our business.  Conduct regular performance evaluations and development discussions through weekly one-on-one meetings, team gatherings, and peer-to-peer sessions with direct reports.  Monitor and report on the team's performance with a focus on revenue-driven Key Performance Indicators (KPIs), ensuring transparency and accountability in meeting targets.  Equip Customer Success Managers (CSMs) with the tools, resources, and autonomy needed to effectively manage their client portfolios and drive success.  Proactively identify and mitigate risks that contribute to customer churn, and work collaboratively with the sales team to uncover and pursue upsell opportunities.  Lead initiatives aimed at increasing customer adoption of Intelex solutions, thereby enhancing overall account health and usage metrics.  Prioritize the delivery of exceptional customer experiences, aimed at bolstering customer satisfaction, success, and loyalty.  Collaborate with the Director in executing people management functions, such as recruiting talent, onboarding, setting clear performance standards, and providing ongoing coaching and mentorship.  Act as a voice for the customer within the organization by gathering feedback and advocating for customer needs across various departments, including Product, Engineering, Services, and Support.  Respond swiftly and decisively to escalated client concerns, coordinating with internal teams to resolve issues and maintain customer trust.  Serve as the first point of contact for escalations within your team, ensuring timely and effective resolution of issues.  Support your team in engaging cross-functional resources when necessary to address complex customer needs and align on strategic initiatives. 

 

JOB DESCRIPTION  

Guide the team in developing and executing strategies for new or complex client accounts, ensuring a smooth and successful partnership.  Evaluate existing processes critically to identify opportunities for improvement, and spearhead initiatives to enhance efficiency and effectiveness within the team. 

ORGANIZATIONAL ALIGNMENT 

Reports to the Director, Customer Success  Proven track record of consistently achieving high customer retention rates and delivering exceptional levels of customer satisfaction.  Exceptional problem-solving skills with a strong capacity for analytical thinking and sound decision-making.  Outstanding communication abilities, both in writing and verbally, with the confidence to engage with C-suite and VP-level stakeholders, as well as the skill to simplify complex technical details for a non-technical audience.  Knowledge or experience in Environmental, Health, Safety, or Quality domains will be a significant advantage.  Adept at nurturing internal and external relationships, with a history of successfully navigating difficult interactions and overcoming complex challenges.  A passion for data analysis, with a keen interest in tracking, measuring, and interpreting team performance data in relation to KPIs to identify areas for improvement.  A commitment to prioritizing customer experience through the establishment of meaningful, trust-based relationships with clients.  Highly motivated and independent professional with strong self-management skills, capable of working autonomously while ensuring accountability for results.  A collaborative mindset, able to work effectively across various departments and industries to achieve common goals. 

Technical Competencies 

Expert- level skills with CRM, Customer Success application and Support applications.  Comprehensive grasp of software application requirements / architecture Experience  At least 5 years of experience in the technology industry (preferably SaaS) in Customer Success, Account Management, Consulting, Project Management or Engagement Management.  A quantifiable ability to drive 90%+ customer renewals and customer success rates   Proven to have strong relationship building skills and able to show examples of getting to “Trusted Advisor” status within your accounts.  Proven to have strong leadership skills and team building skills  This position may require up to 20% travel 

 

EDUCATION 

Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience. 

 

OTHER REQUIREMENTS 

Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification 

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.