Strategic Enterprise Customer Success Lead

MSC Industrial Direct Co.,Inc.; Elkhart (IN); On-site; USD 62,000 - 98,000; Full time

Benefits offered by this job

Health insurance

401K plan

Stock purchase plan

Tuition reimbursement

Paid time off

Job summary

MSC Industrial Direct Co.,Inc. in Elkhart, IN is seeking an Enterprise Customer Success Manager to maximize revenue, retention, and ROI across high-value National Account locations.

You will serve as the primary relationship owner, ensure seamless delivery, and lead cross-functional teams to align solutions with client needs.

The ideal candidate has eight years of relevant experience in account management or customer success, with strong CRM and data-analysis skills.

Qualifications

• Bachelor's degree or eight years of equivalent experience.
• Two years of progressive growth in responsibilities.
• 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 assigned National Account locations through proactive account health monitoring and identification of cross-sell and upsell opportunities.
• Monitor and evaluate contractual, financial and profitability performance and solution utilization, ensuring accounts meet ROI targets, managing pricing agreements, and seeking optimization opportunities of underperforming solutions.
• Serve as the primary point of contact for National Account locations, championing the customer experience, resolving escalated issues, and ensuring seamless execution of solution implementations.
• Track and report on account-level KPIs to measure health, adoption, and performance against growth and profitability targets.
• Align implementation activities with onsite/VMIS teams and service coverage to ensure consistent delivery and client satisfaction.
• Build and maintain relationships with key decision-makers and influencers to deepen account engagement and support long-term business objectives.
• Identify potential risks to account performance and profitability, develop mitigation strategies, and elevate issues as needed.
• Collaborate with cross-functional teams to ensure account strategies are aligned with business priorities, financial goals, and evolving client needs.
• Drive adoption and utilization of contracted solutions to maximize customer value, ROI, and profitability.
• Support quarterly business reviews (QBRs), Continuous Improvement Reviews (CIRs) and other strategic planning sessions to evaluate performance and identify growth opportunities.
• Onboard new locations within enterprise client accounts, ensuring smooth transition and alignment with contracted solutions.

Skills

CRM software

Data analysis

Communication skills

Relationship management

Account management

Leadership

Problem solving

Project coordination

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Excel

Tableau

Job description

MSC Industrial Direct Co.,Inc. in Elkhart, IN is seeking an Enterprise Customer Success Manager to maximize revenue, retention, and ROI across high-value National Account locations.

You will serve as the primary relationship owner, ensure seamless delivery, and lead cross-functional teams to align solutions with client needs.

The ideal candidate has eight years of relevant experience in account management or customer success, with strong CRM and data-analysis skills.