Strategic Enterprise Customer Success Manager

MSC Industrial Direct Co.,Inc.; Lynnwood, Northern (WA, KY); Hybrid; USD 76,000 - 119,000; Full time

Job summary

MSC Industrial Supply Co. seeks an Enterprise Customer Success Manager to maximize revenue, retention, profitability, and ROI within high-value National Account locations across the United States.

You will lead as the primary relationship owner at the location, ensuring seamless delivery and ongoing client growth with cross-functional team alignment. Expect to monitor account health, manage pricing, and champion the customer experience while uncovering opportunities for upselling and long-term

Qualifications

• Bachelor's degree or 8+ years of equivalent experience.
• 2+ years of progressive growth in responsibilities.
• 3–4 years in account management, customer success, or sales.
• Excellent written and verbal communication skills.
• Proficiency with CRM software and data analysis tools.

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 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

Account management

Customer success

Sales experience

Communication skills

Education

Bachelor's degree or 8+ years equivalent experience

Tools

Salesforce

Excel

Tableau

Job description

MSC Industrial Supply Co. seeks an Enterprise Customer Success Manager to maximize revenue, retention, profitability, and ROI within high-value National Account locations across the United States.

You will lead as the primary relationship owner at the location, ensuring seamless delivery and ongoing client growth with cross-functional team alignment. Expect to monitor account health, manage pricing, and champion the customer experience while uncovering opportunities for upselling and long-term