Customer Success Manager - Regional

POSITION OVERVIEW 

The Customer Success Manager (CSM) Regional plays a key role in ensuring long-term customer satisfaction and retention. This position is responsible for managing high-value accounts, providing strategic guidance, and delivering proactive support to maximize customer success. The CSM Regional acts as a trusted advisor, fostering strong relationships and advocating for customer needs within the organization. If you have a passion for customer advocacy, problem-solving, and driving business outcomes, this role offers an exciting opportunity to make an impact.

RESPONSIBILITIES AND DELIVERABLES

• Manage a portfolio of high-value customers, ensuring their success with our products and services.
• Develop and execute customer success strategies tailored to individual client needs.
• Provide in-depth product guidance, training, and best practices to enhance adoption and utilization.
• Conduct regular business reviews to assess customer goals and drive measurable outcomes.
• Collaborate with internal teams, including product, marketing, sales, and support, to resolve customer challenges.
• Own customer renewals by leading discussions and coordinating with internal teams on quoting, contracting and negotiation.
• Identify expansion opportunities within customer accounts and work with sales teams to drive growth.
• Advocate for customer needs by providing feedback to improve product offerings and service delivery.
• Monitor account health, usage trends, and customer satisfaction to mitigate churn risks.
• Maintain accurate documentation of customer interactions, support cases, and engagement activities in CRM systems.
• May provide mentorship and leadership to junior Customer Success Managers.

QUALIFICATIONS

Required

• Strong relationship-building and customer engagement skills.
• Excellent problem-solving and critical thinking abilities.
• Ability to analyze data and develop actionable insights to improve customer success.
• Effective communication and presentation skills for executive-level interactions.
• Proactive, goal-oriented mindset with a focus on driving results.
• Travel may be required, up to 25%.

Preferred:

• Familiarity with customer success metrics and account health management.
• Experience working in a SaaS or technology-driven environment.
• Understanding of consultative selling and strategic account management.
• Ability to manage multiple complex accounts and competing priorities.

EXPERIENCE

Required

• 3-5 years of experience in customer success, account management, or a related field.
• Bachelor’s degree in Business, Communications, or a relevant discipline.
• Proficiency in Microsoft Office Suite, CRM software, and customer engagement tools.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred

• Experience in managing large accounts or strategic partnerships.
• Certifications in customer success methodologies (e.g., Success Coaching Certification).
• Knowledge of industry-specific trends and customer engagement strategies.
• Multilingual proficiency is an advantage for global customer interactions.

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.

Pay Range
The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 99100 - 184000