Customer Success Manager

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏥 Healthcare

🏭 Manufacturing

📦 Logistics

💰 Post-IPO Equity on 2020-03

Healthcare • Manufacturing • Logistics

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

📋 Description

• Build trusted, long-term relationships with customer stakeholders across facilities, operations, procurement, finance, IT, and other relevant areas • Develop an understanding of customers' facilities management strategies, operational priorities, business challenges, and desired outcomes • Establish success criteria and develop Customer Success Plans connecting objectives with ServiceChannel capabilities, adoption goals, and measurable outcomes • Maintain engagement cadences including strategic conversations, success planning, business reviews, adoption discussions, and priority alignment • Drive adoption of ServiceChannel and help customers leverage relevant platform capabilities • Identify workflow, operational visibility, platform utilization, and value-realization opportunities • Monitor customer health, engagement, adoption, and other indicators to identify risks and opportunities • Establish action plans to address adoption barriers with customers and internal teams • Serve as the voice of the customer within ServiceChannel • Partner with Sales, Support, Professional Services, Product, and other teams to provide a connected customer experience • Coordinate appropriate resources and subject-matter experts • Share recurring customer needs, trends, and actionable insights with internal stakeholders • Support customer advocacy through references, success stories, and customer events • Coordinate customer escalations and maintain visibility into ownership and next steps • Maintain executive and stakeholder alignment during complex customer situations • Support customer retention and identify expansion opportunities with Sales • Maintain accurate customer information, success plans, adoption, account health, risks, opportunities, and activities in ServiceChannel's CRM and Customer Success systems • Prepare for and lead customer meetings with objectives, insights, recommendations, and follow-up actions • Share best practices and customer insights with the Customer Success organization • Contribute to programs and processes improving the customer experience and Customer Success effectiveness

🎯 Requirements

• Experience in Customer Success, Software as a Service (SaaS) Account Management, client services, facilities technology, or another relevant customer-facing role • Demonstrated ability to develop strong customer relationships and become a trusted partner to customer stakeholders • Strong business acumen with the ability to connect technology capabilities to business and operational outcomes • Excellent communication, presentation, facilitation, and relationship management skills • Ability to communicate effectively with platform users, senior leaders, and executive leaders • Strong consultative skills and natural curiosity • Ability to use customer health, adoption, usage, and engagement data to identify risks and opportunities • Strong organizational and project management skills • Ability to navigate challenging customer situations with empathy, accountability, professionalism, and sound judgment • Ability to collaborate across Customer Success, Sales, Support, Professional Services, Product, and other teams • Bachelor's degree or equivalent relevant professional experience • Must be able to pass a Product Knowledge and Assessment at the completion of onboarding • Proficient in Microsoft Outlook, Word, PowerPoint, and Excel • Experience with CRM, Customer Success, and analytics platforms preferred • Experience within facilities management, multi-site operations, SaaS, or enterprise technology preferred • Two or more years in customer success, customer support, account management, or a related client-facing role preferred • Excellent written and verbal English, with clear, neutral-accent spoken communication suited to live conversations with US customers preferred • Hands-on experience with a SaaS or CMMS platform preferred • Ability to learn and maintain working knowledge of SaaS offerings

🏖️ Benefits

• Medical, dental, vision, life and LTD insurance • HSA • 401(k) retirement plan • Equal opportunity employer • Reasonable accommodations for applicants with disabilities

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