Manager, Customer Success

Summary

The Manager, Customer Success is responsible for driving revenue retention, customer lifetime value, and scalable customer experience execution by leading a team of Customer Success Managers. This role ensures consistent adoption of the Customer Success model to improve product utilization, reduce churn, and accelerate renewals and expansion opportunities.

As a player-coach, the Manager leads team performance while directly engaging in complex customer scenarios, and partners cross-functionally to remove friction across the customer lifecycle and improve operational efficiency.

Core Accountabilities

1. Revenue Retention & Growth

• Own team performance against renewal rate, churn reduction, and expansion targets
• Drive proactive account engagement to increase product adoption and customer value realization
• Lead strategy for at-risk accounts and escalations to protect revenue

2. Team Performance & Development

• Build and coach a high-performing team aligned to customer outcomes and commercial objectives
• Establish clear expectations, accountability, and development plans for each team member
• Improve time to productivity through structured onboarding and continuous coaching

3. Operational Excellence & Scalability

• Enforce standard work and CRM discipline to improve execution consistency and forecasting accuracy
• Drive continuous improvement initiatives to enhance productivity and cost-to-serve
• Scale repeatable processes to support growth without proportional headcount increases

4. Customer Experience & Cross-Functional Alignment

• Partner with Sales, Support, Product, and Operations to improve end-to-end customer experience
• Reduce handoff friction and improve alignment across the commercial lifecycle
• Ensure consistent delivery of customer-centric, outcomes-based engagement

5. Data-Driven Performance Management

• Leverage reporting and dashboards to drive visibility, prioritization, and decision-making
• Translate insights into coaching actions, process improvements, and revenue protection strategies
• Improve system adoption to enable automation, insight generation, and scalability

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

Success Measures

• Customer retention and renewal performance
• Team productivity, engagement, and ramp effectiveness
• Forecast accuracy and proactive risk mitigation
• Adoption of standard work, CRM discipline, and operating cadence
• Continuous improvement and scalability of Customer Success operations

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.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.

We are a diverse team 18,000 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.