Strategic Enterprise Customer Success Manager

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

Job summary

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

You will serve as the primary relationship owner at the location level, ensuring seamless delivery, strong engagement, and ongoing growth. You will monitor account health, profitability, and solution utilization, manage pricing, and align service teams.

Qualifications

• Bachelor's degree or eight years of equivalent experience required.
• Two years of progressive growth in responsibilities required.
• Three to four years in account management, customer success, or sales.
• Excellent written and verbal communication skills.
• Strong relationship-building and stakeholder management abilities.
• Proficiency in CRM software and data analysis tools.

Responsibilities

• Maintain and grow revenue within National Account locations through proactive health monitoring.
• Identify cross-sell and upsell opportunities to improve profitability.
• Monitor contractual, financial, and ROI performance and pricing agreements.
• Act as primary contact for National Account locations and ensure seamless delivery.
• Track KPIs to measure health, adoption, and growth against targets.
• Coordinate with on-site/VMIS teams to ensure consistent delivery.
• Build relationships with decision-makers to deepen engagement.
• Identify risks and develop mitigation strategies.
• Collaborate with cross-functional teams to align account strategies with goals.
• Drive adoption of contracted solutions to maximize ROI and value.
• Support QBRs, CIRs, and strategic planning for growth opportunities.
• Onboard new locations within enterprise client accounts.

Skills

Account management

Customer success

Relationship management

Data analysis

Leadership

Communication

CRM software

Excel

Tableau

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Excel

Tableau

Job description

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

You will serve as the primary relationship owner at the location level, ensuring seamless delivery, strong engagement, and ongoing growth. You will monitor account health, profitability, and solution utilization, manage pricing, and align service teams.