Strategic Enterprise Customer Success Manager

MSC Industrial Direct Co., Inc.; Kent (WA); On-site; USD 76,000 - 119,000; Full time

Job summary

MSC Industrial Supply Co. in Kent, WA is seeking an Enterprise Customer Success Manager to maximize revenue, retention, and ROI within high-value National Account locations.

As the primary relationship owner at the location, you will manage account health, drive cross-sell and upsell, and coordinate with VMIS teams to ensure seamless delivery and client satisfaction. The role requires strong communication, data analysis, and leadership to develop strategic plans, monitor KPIs, and support

Qualifications

• Bachelor's degree or eight years of equivalent experience.
• At least 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.
• Strong problem solving and analytical skills with the ability to analyze data, identify trends and recommend actionable improvements.
• Proficiency in CRM software (Salesforce or equivalent) and data analysis tools (Excel, Tableau).
• Ability to thrive and manage multiple accounts and projects in a fast-paced, team-oriented environment.
• Bonus Points If You Have: Industrial or manufacturing segment experience preferred.

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 escalation 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

Account management

Customer success

Sales experience

CRM software

Data analysis

Communication

Stakeholder management

Education

Bachelor's degree

Tools

Salesforce

Excel

Tableau

Job description

MSC Industrial Supply Co. in Kent, WA is seeking an Enterprise Customer Success Manager to maximize revenue, retention, and ROI within high-value National Account locations.

As the primary relationship owner at the location, you will manage account health, drive cross-sell and upsell, and coordinate with VMIS teams to ensure seamless delivery and client satisfaction. The role requires strong communication, data analysis, and leadership to develop strategic plans, monitor KPIs, and support