Associate Customer Success Management

Censis Technologies, Inc.; Chicago (IL); On-site; USD 62,900 - 105,000; Full time

Job summary

Fortive is seeking an Associate Customer Success Manager to support the Senior CSM team, delivering white-glove service to Censis customers and driving adoption and growth across a high-volume account base.

You will act as customer advocate, ensuring successful product use, retention, and a positive experience at scale, with strong attention to detail, time management, and clear communication. This role collaborates across Sales, Support, and Implementation to maximize value.

Qualifications

• Extreme attention to detail, time management, and organizational skills with excellent written and verbal communication.

Responsibilities

• Serve as day-to-day support for the Customer Success team, maintaining white-glove service across hospital systems.
• Advise customers to leverage the solution effectively.
• Manage requests including technical escalations, billing questions, and enablement needs to ensure a positive experience.
• Support QBR preparation with data, slides, reports, and action-tracking.
• Assist Sr. CSMs on cross-sell lead handling, including quotes and demos.
• Coordinate onsite and virtual visits to deliver product training and coaching.
• Triage inquiries and route to the appropriate team with timely follow-up.
• Collaborate with Sales, Support, and Implementation for smooth handoffs.
• Support special projects and rollouts per leadership direction.
• Collaborate with Sales Analyst on reporting to identify risks and opportunities.

Skills

Attention to detail

Time management

Organization

Written communication

Verbal communication

Job description

Position Summary

The Associate Customer Success Manager is responsible for supporting the Senior Customer Success Manager team with the objective of providing white glove service to Censis customers, while driving long-term strategic relationships, adoption, and growth opportunities across a high volume of accounts. This role focuses on ensuring successful product use, retention, and a positive experience for clients at scale, while growing client utilization and subscription footprint. The Associate Customer Success Manager serves as an internal advocate for the customer, through conveying the value of CensiTrac and other Censis solutions and being the frontline of communication. This position requires extreme attention to detail, time management, organization, and excellent written and verbal communication skills. As we scale our Customer Success Manager team, furthering personal development and team success is a top priority.

Specific Responsibilities

• Serve as a day-to-day support resource for the Customer Success team, helping Sr. CSMs maintain \"white glove\" service across assigned hospital systems and facilities


• Act as an advisor to customers to ensure they’re leveraging the solution effectively


• Manage requests from current customers such as but not limited to technical support escalations, billing questions, documentation/enablement requests to ensure a positive customer experience


• Support QBR preparation — pulling data, building slides/reports, and tracking action items to closure


• Support Sr. CSMs on cross-sell lead handling — building and preparing quotes, delivering brief product demos, and gathering implementation data to keep opportunities moving


• Coordinate and complete onsite and virtual visits to deliver product training and coaching across the customer lifecycle


• Triage and route customer inquiries, escalations, and support requests to the appropriate team member, ensuring timely follow-up


• Partner cross-functionally with Sales, Support, and Implementation teams to ensure smooth handoffs and consistent client experience


• Support special projects and rollouts as assigned by customer success leadership


• Collaborate with Sales Analyst on reporting to identify risks and opportunities

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 Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

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 [e-mail].

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 [e-mail].

Pay Range

The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 62900 - 105000

The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 62900 - 105000