Job description

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. Key Responsibilities: People Leadership & Talent Development • 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 Customer Success Performance • 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 Operational Excellence & Process Discipline • 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 Systems, Tools & Reporting • 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 Qualifications: Required: • 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 Preferred: • 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 Fortive Corporation Overview Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 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. At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating. Fortive: For you, for us, for growth. About Industrial Scientific Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. Bonus or Equity This position is also eligible for bonus as part of the total compensation package. Pay Range The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 106000 - 177000

Requirements

Must-haves

People Leadership & Talent Development
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
Customer Success Performance
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
Operational Excellence & Process Discipline
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

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
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a diverse team 10,000 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.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.

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