Fortive

Manager, Customer Success – Mid-Market

Fortive

full-time

Posted on:

Location Type: Hybrid

Location: Bonita Springs • Florida • United States

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About the role

  • Lead and manage a team of Mid Market/SMB Customer Success Managers
  • Directly support a modest portfolio of enterprise-level accounts
  • Interview, hire, and train new Customer Success Managers
  • Streamline processes and create best practices for the customer success team
  • Work to resolve escalated customer issues and ongoing team challenges
  • Drive the customer success team’s KPI and daily management performance
  • Work to optimize the customer success team’s overall retention and upsell metrics
  • Lead the Customer Success Managers in daily pipeline management and forecast responsibilities
  • Support the leadership team in ongoing business requirements
  • Work successfully with all levels of the organization, external partners, and clients
  • Participate in and conduct Executive Business Reviews
  • Write SOP documentation and maintain the customer success documentation

Requirements

  • B.A. or B.S. degree preferred or equivalent experience
  • A minimum of two years in SaaS
  • Comprehensive understanding of pipeline management, forecasting revenue, and sales cycle management, with the ability to meet deadlines
  • Prior team management experience
  • Proven ability to drive continuous value of products
  • Strong knowledge of the CMMS and SaaS industry
  • Experience upselling to existing customers
  • Proven interpersonal management skills and exceptional business acumen
  • Attention to detail, strong organizational skills, and an absolute focus on quality of work
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
pipeline managementforecasting revenuesales cycle managementcustomer success metricsSOP documentationupselling
Soft Skills
team managementinterpersonal managementbusiness acumenattention to detailorganizational skillsfocus on quality
Certifications
B.A. degreeB.S. degree