Senior Customer Success Manager

Servicechannelventures; United States; Remote; USD 99,000 - 184,000; Full time

Job summary

A leading company is seeking a Sr. Customer Success Manager to enhance customer engagement and maximize lifetime value. This role requires strong communication skills and a background in ITS solutions, particularly in Sterile Processing. The ideal candidate will manage customer relationships, analyze health data, and collaborate with sales teams to drive growth. The position offers a competitive salary and opportunities for professional development in a diverse and inclusive environment.

Qualifications

• At least 3 years of relevant experience with ITS solutions in Sterile Processing.
• CCSVP certification or ability to attain within 6 months required.

Responsibilities

• Become the strategic partner for assigned clients, addressing their goals.
• Regularly review and analyze customer health data to identify trends.

Skills

Communication

Problem Solving

Adaptability

Education

Bachelor’s degree

Tools

Excel

Salesforce

Oracle

Job description

Position Summary:

The Sr. Customer Success Manager is responsible for leading proactive customer engagements within their territory, focusing on top-tier customers to maximize customer lifetime value and achieve positive outcomes in customer health, growth, and advocacy. This role involves managing expanded geographic regions, acting as a trusted advisor to both site-level and IDN contacts, and developing deep relationships through domain expertise, high-quality interactions, onsite visits, business reviews, and strategic growth plans. The ideal candidate leverages knowledge of the company's applications, resources, and tools, combined with clinical and business domain expertise, to surpass performance metrics in customer health and territory growth.

The Sr. Customer Success Manager also nurtures expanded partnership opportunities, supports customer orders (non-subscription), and ensures timely renewals. The candidate should be highly motivated, with exceptional communication, executive presence, a consultative approach, and the ability to collaborate strategically. Strong problem-solving skills, adaptability, and tackling complex challenges are essential.

Primary Responsibilities:

1. Become the strategic partner for assigned clients, addressing their goals and recommending best practices to maximize outcomes.
2. Regularly review and analyze customer health data to identify trends, opportunities, and risks.
3. Provide internal expertise on customer workflows and industry trends.
4. Establish proactive site and IDN level touchpoints to optimize results and facilitate standardization.
5. Manage customer adoption, sustainment, and utilization of Censis’s products and services, guiding customers to internal resources.
6. Collaborate with regional sales teams to expand success at the IDN and territory levels.
7. Schedule in-person visits to foster relationships and expand customer awareness.
8. Conduct annual Business Reviews with customer leadership to discuss partnership, challenges, and value delivery.
9. Manage contract renewals, working with internal teams and customers to ensure timely processes.
10. Maintain clinical and technical expertise on workflow solutions and application benefits.
11. Support funnel growth by generating qualified leads based on customer evidence.
12. Keep CRM systems updated and follow standard workflows.
13. Advocate for clients while aligning with Censis values and initiatives.

Requirements/Qualifications:

1. At least 3 years of relevant experience with ITS solutions in Sterile Processing, including Censitrac super-user experience preferred.
2. Bachelor’s degree or equivalent work experience.
3. CCSVP certification or higher, or ability to attain within 6 months.
4. Strong knowledge of ITS solutions, benefits, and clinical use cases.
5. Proven track record of improving SPD outcomes with data-supported examples.
6. Experience engaging stakeholders in sterilization, hospital hygiene, or operating room fields.
7. Ability to diagnose complex issues and develop practical solutions across disciplines.
8. Excellent organizational skills, adaptability, and responsiveness to changing priorities.
9. Exceptional communication skills (oral and written) across organizational levels, with strong presentation and influencing skills.
10. Proficiency in analytical, commercial, and digital tools such as Excel, SharePoint, Oracle, Salesforce, and CRM platforms.
11. Willingness to travel approximately 30% of the time.

Company Overview:

Fortive accelerates transformation across diverse applications including environmental, health and safety, industrial monitoring, and healthcare safety solutions. We are a global industrial technology leader with a startup spirit, leading in software workflow solutions, AI automation, and disruptive technologies. With a team of 17,000, we foster a diverse, inclusive culture committed to learning and growth, utilizing the Fortive Business System (FBS) to drive impact.

We believe in your potential, the power of teamwork, and continuous improvement. Fortive: For you, for us, for growth.

About Censis:

Censis pioneered surgical asset management systems, setting standards in the sterile processing industry. We focus on perioperative innovation, operational efficiency, and customer care, providing solutions that help hospitals stay compliant and ahead of healthcare changes. We invest in technology, education, and support to empower healthcare providers.

We are an equal opportunity employer, valuing diversity and committed to providing accommodations for applicants with disabilities. Contact us at [e-mail] for assistance.

Pay Range:
The salary range for this position is 99,100 - 184,000 (including incentives/commissions, in local currency).