Manager, Customer Success

Industrial Scientific; Pittsburgh (Allegheny County); On-site; USD 106,000 - 177,000; Full time

Benefits offered by this job

Bonus eligibility

Health benefits

Professional development

Job summary

Industrial Scientific in Pittsburgh is looking for a Manager, Customer Success to lead a team of Customer Success Managers. You will be responsible for driving customer adoption of products, achieving retention and renewal objectives, and ensuring standard work execution across the team.

The ideal candidate has over 5 years of experience in customer-facing roles and in people management, along with strong communication skills. The position offers a competitive salary range of $106,000 - $177,000, including bonus eligibility.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role.
• 5+ years of people management or team leadership experience.
• Strong written, verbal, and interpersonal communication skills.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers.
• Ensure consistent execution of the Customer Success engagement model.
• Monitor key performance indicators related to customer health.

Skills

Leadership

Customer Satisfaction

CRM Platforms (Salesforce)

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

The Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers (CSMs) to deliver consistent customer outcomes, drive adoption of products and services, and achieve retention and renewal objectives. This role provides people leadership, operational discipline, and performance management while ensuring standard work and systems are executed consistently across the team.

The role operates as a player coach, balancing direct leadership of team performance with participation in complex customer situations as needed. The Manager partners cross functionally to improve end-to-end customer experience and drive scalable, repeatable Customer Success practices.

Key Responsibilities

People Leadership & Talent Development

• 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

Customer Success Performance

• 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

Operational Excellence & Process Discipline

• 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

Systems, Tools & Reporting

• 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

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

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (inclusive of sales incentives/commissions in local currency) is 106000 - 177000

Equal Opportunity Employer

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].