Senior Customer Success Manager

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

Job summary

A leading company in healthcare technology is seeking a Sr. Customer Success Manager to enhance customer engagement and drive value through strategic partnerships. The role requires strong communication and problem-solving skills, along with a solid background in sterile processing solutions. The ideal candidate will work closely with top-tier clients to ensure satisfaction and foster growth. This position offers a competitive salary and the opportunity to work in a dynamic and innovative environment.

Qualifications

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

Responsibilities

• Become the strategic partner for assigned clients, addressing their goals.
• Regularly review customer health data to identify trends and risks.
• Manage customer adoption and utilization of Censis’s products.

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 foster positive outcomes in customer health, growth, and advocacy. This role covers expanded geographic regions and involves acting as a trusted advisor to both site-level and IDN contacts, developing deep relationships through domain expertise, high-quality interactions, onsite visits, annual business reviews, and strategic IDN growth plans. The candidate’s knowledge of the company's applications, resources, and tools, combined with expertise in clinical and business domains, will enable them to surpass key 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 ideal candidate will be highly motivated, possess exceptional communication and executive presence, demonstrate a consultative approach, and be collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills, adaptability, and the ability to handle 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 customer health data to identify trends, opportunities, and risks, and proactively address them.
3. Provide internal expertise on ideal workflows and industry trends.
4. Establish and conduct proactive site and IDN level touchpoints to optimize results and facilitate standardization discussions.
5. Manage customer adoption, sustainment, and utilization of Censis’s products and services, guiding them to internal resources to continually drive value.
6. Collaborate with regional sales teams to expand success at IDN and territory levels.
7. Schedule and conduct in-person visits to foster relationships and increase awareness of customer environments.
8. Lead annual Business Reviews with customer leadership to discuss partnership, continuous improvement, and value delivery.
9. Manage contract renewals by coordinating with internal teams and customers to ensure timely processes.
10. Maintain clinical and technical expertise, acting as a subject matter expert internally and externally.
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 leadership roles or Censitrac super-user experience.
2. Bachelor’s degree or equivalent work experience.
3. CCSVP or higher certification, or ability to attain within 6 months.
4. Excellent knowledge of ITS solutions, benefits, and clinical use cases.
5. Proven success in improving SPD outcomes with data-backed evidence.
6. Experience engaging stakeholders in sterilization, hospital hygiene, or OR fields.
7. Ability to diagnose complex issues and develop practical, multidisciplinary solutions.
8. Strong organizational skills, adaptability, and responsiveness to changing priorities.
9. Excellent communication skills (oral and written) at various organizational levels, with solid presentation and influencing skills.
10. Proficiency in analytical, commercial, and digital tools such as Excel, SharePoint, Oracle, Salesforce, and CRM systems.
11. Willingness to travel approximately 30% of the time.

Company Overview:

Fortive accelerates transformation across diverse applications, including environmental, health & safety, industrial monitoring, product design, and healthcare safety. With a startup spirit, we lead in software workflow solutions, data intelligence, AI automation, and disruptive tech, working globally to solve complex challenges. Our team of 17,000 is committed to a diverse, inclusive culture and continuous growth, leveraging the Fortive Business System (FBS) to drive impact.

We believe in your potential, the power of collaboration, and continuous innovation. 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, customer care, and operational performance, investing in technology, integration, education, and support to empower healthcare providers to stay compliant and ahead of industry changes. Join us to start ahead and stay ahead.

We are an Equal Opportunity Employer. We value diversity and encourage applications from all qualified candidates. Reasonable accommodations are available for applicants with disabilities at [e-mail].

Pay Range: The salary for this position ranges from 99,100 to 184,000 (including incentives/commissions in local currency).