Enterprise Customer Success Lead — Revenue & Growth

MSC Industrial Direct Co.,Inc.; Grand Rapids (MI); Hybrid; USD 62,000 - 98,000; Full time

Job summary

MSC Industrial Direct Co.,Inc. in Grand Rapids, MI is seeking an Enterprise Customer Success Manager to maximize revenue, retention, profitability, and ROI within high‑value National Account locations.

You will serve as the primary relationship owner, ensuring seamless delivery, strong engagement, and ongoing growth across the location. The role focuses on account health, performance monitoring, and cross‑functional collaboration to uncover opportunities for upselling and long‑term business

Qualifications

• Bachelor's degree or a minimum of eight years of equivalent experience required.
• At least two years of progressive growth in job responsibilities required.
• Three to four years' experience in account management, customer success, or sales environment.
• Excellent written and verbal communication skills.
• Excellent relationship building and stakeholder management skills, with the ability to engage decision makers and influencers.
• Strong problem solving and analytical skills with the ability to analyze data, identify trends and recommend actionable improvements.
• Strong leadership, strategic thinking, and customer service orientation.
• Proficiency in CRM software (Salesforce or equivalent) and data analysis tools (Excel, Tableau).
• Proficiency in Microsoft Office Suite.
• Ability to thrive and manage multiple accounts and projects in a fast‑paced, team‑oriented environment.

Responsibilities

• Maintain and grow revenue and profitability within National Account locations via account health monitoring and cross-sell/upsell opportunities.
• Evaluate contractual, financial and profitability performance and solution utilization; manage pricing and optimization opportunities.
• Serve as primary contact for National Account locations; resolve issues and ensure solution implementation.
• Track and report on account KPIs to measure health, adoption, and growth.
• Coordinate with onsite/VMIS teams to ensure consistent delivery and client satisfaction.
• Build relationships with decision-makers and influencers to deepen account engagement.
• Identify risks to account performance; develop mitigation strategies and escalate as needed.
• Collaborate with cross‑functional teams to align account strategies with business priorities.
• Drive adoption and utilization of contracted solutions to maximize ROI.
• Support QBRs, CIRs and strategic planning sessions to identify growth opportunities.
• Onboard new locations within enterprise client accounts.

Skills

Account management

Customer success

Sales

Data analysis

Communication

Leadership

CRM usage

Education

Bachelor's degree / 8 yrs exp

Tools

Salesforce

Excel

Tableau

MS Office

Job description

MSC Industrial Direct Co.,Inc. in Grand Rapids, MI is seeking an Enterprise Customer Success Manager to maximize revenue, retention, profitability, and ROI within high‑value National Account locations.

You will serve as the primary relationship owner, ensuring seamless delivery, strong engagement, and ongoing growth across the location. The role focuses on account health, performance monitoring, and cross‑functional collaboration to uncover opportunities for upselling and long‑term business