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Manager, Customer Success
FortiveManager of Customer Success at Fortive, overseeing a team of CSMs to drive customer satisfaction, retention, and product adoption. Leading efforts in operational excellence and process discipline for a global industrial technology innovator.
About the role
Key responsibilities & impact- 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
- 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
- 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
- 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
Requirements
What you’ll need- 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
- Experience in SaaS, technology, or industrial environments (preferred)
- Familiarity with customer health metrics, renewal forecasting, and churn reduction strategies (preferred)
- Experience applying Lean, Kaizen, or continuous improvement methodologies (preferred)
Benefits
Comp & perks- Equal Opportunity Employer
- Reasonable accommodations for applicants with disabilities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer health metricsrenewal forecastingchurn reduction strategiesLean methodologyKaizencontinuous improvement methodologies
Soft Skills
leadershipcoachingaccountabilitycommunicationperformance management