Strategic Enterprise Customer Success Manager

Industrial Scientific Corporation; Pittsburgh (Allegheny County); On-site; USD 106,000 - 177,000; Full time

Benefits offered by this job

Health insurance

Flexible spending accounts

Health savings accounts

Retirement savings plans

Life and disability insurance

Paid time off

Unpaid time away from work

Job summary

Industrial Scientific is seeking an experienced Customer Success Manager - Enterprise to oversee a portfolio of strategic customers from onboarding through renewal. You will drive adoption, monitor health metrics, and partner with engineering and support teams to deliver proactive guidance and best practices.

You will identify renewal opportunities, collaborate with the enterprise sales team, and advocate for customer needs while traveling up to 25% for on-site engagement and conferences.

Qualifications

• 5+ years in Customer Success, Account Management, or related roles.
• Proven ability to build strong relationships with enterprise customers.
• Experience negotiating, renewing, and closing customer renewals.
• Ability to analyze data to drive actionable insights for customer success.
• Excellent communication and presentation skills for executive-level interactions.

Responsibilities

• Manage a portfolio of enterprise customers from onboarding to renewal.
• Develop tailored customer success strategies to drive adoption and outcomes.
• Conduct regular business reviews and monitor account health KPIs to mitigate churn.
• Provide product guidance and best practices with cross-functional teams.
• Identify cross-sell and upsell opportunities to support revenue growth.
• Facilitate renewals with sales support and coordinating internal stakeholders.
• Travel to customer sites up to 25% for engagement and issue resolution.

Skills

Relationship-building

Strategic thinking

Negotiation

Data analysis

Executive communication

Cross-functional collaboration

Tools

CRM software

Job description

Industrial Scientific is seeking an experienced Customer Success Manager - Enterprise to oversee a portfolio of strategic customers from onboarding through renewal. You will drive adoption, monitor health metrics, and partner with engineering and support teams to deliver proactive guidance and best practices.

You will identify renewal opportunities, collaborate with the enterprise sales team, and advocate for customer needs while traveling up to 25% for on-site engagement and conferences.