Enterprise Customer Success Manager — Renewal & Strategy

Fortive; United States; Remote; USD 106,000 - 177,000; Full time

Job summary

Fortive’s Enterprise Customer Success Manager will oversee a portfolio of strategic accounts, guiding adoption, renewal strategy, and cross-functional collaboration across engineering, support, and sales. You will lead executive-level conversations, champion customer outcomes, and drive measurable growth.

You will conduct business reviews, monitor health metrics, and provide strategic guidance to maximize retention and expansion opportunities.

Qualifications

• 5+ years in Customer Success, Account Management, or related role.
• Strong relationship-building and customer engagement skills.
• Excellent problem-solving and critical thinking abilities.
• Strategic thinker with ability to execute tactically while ensuring customer satisfaction and retention.
• Proven record negotiating and closing customer renewals.
• Strong commercial acumen including renewals negotiation.
• Ability to analyze data and derive actionable insights to improve customer success.
• Effective communication and presentation skills for executive-level interactions.
• Proactive, goal-oriented mindset focused on driving results.
• Coordinate issue resolution with Technical Support and Field Services teams to ensure renewals.

Responsibilities

• Manage a portfolio of enterprise customers from onboarding through renewal.
• Develop and execute tailored customer success strategies to drive adoption and outcomes.
• Conduct regular business reviews and monitor account health and KPIs to mitigate churn.
• Provide product training and best practices with engineering and support teams.
• Identify cross-sell and upsell opportunities within existing accounts to enable revenue growth.
• Facilitate renewals with sales support, quotes, contracting, and stakeholder coordination.
• Advocate for customer needs to influence product and service enhancements.
• Travel to customer sites up to 25% for face-to-face engagement and issue resolution.
• Maintain accurate CRM data and pipeline/opp management.

Skills

Customer relationship management

Enterprise/strategic accounts

Renewals negotiation

Data analysis

Executive-level communication

Problem solving

Cross-functional collaboration

Forecasting and pipeline management

Job description

Fortive’s Enterprise Customer Success Manager will oversee a portfolio of strategic accounts, guiding adoption, renewal strategy, and cross-functional collaboration across engineering, support, and sales. You will lead executive-level conversations, champion customer outcomes, and drive measurable growth.

You will conduct business reviews, monitor health metrics, and provide strategic guidance to maximize retention and expansion opportunities.