Customer Success Manager

Fortive

. Lead a team of Customer Success Managers to drive revenue retention, customer lifetime value, and scalable customer experience execution .

Posted 11/6/2026full-timePittsburgh • Pennsylvania • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success initiatives to enhance customer retention, drive product adoption, and improve operational efficiency. Proven ability to coach teams, manage performance metrics, and implement continuous improvement strategies in customer-facing environments.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipCRM PlatformsChurn Reduction StrategiesContinuous Improvement Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health MetricsRenewal ForecastingAccount ManagementPerformance CoachingOperational Efficiency

Soft Skills

Interpersonal CommunicationWritten CommunicationVerbal CommunicationChange LeadershipAccountability

Tools & Technologies

Salesforce

Industry Keywords

SaaSTechnologyIndustrial EnvironmentsLeanKaizen

About the role

Key responsibilities & impact

Lead a team of Customer Success Managers to drive revenue retention, customer lifetime value, and scalable customer experience execution
Ensure consistent adoption of the Customer Success model to improve product utilization, reduce churn, and accelerate renewals and expansion opportunities
Directly engage in complex customer scenarios as a player-coach
Partner cross-functionally to remove friction across the customer lifecycle and improve operational efficiency
Own team performance against renewal rate, churn reduction, and expansion targets
Drive proactive account engagement to increase product adoption and customer value realization
Lead strategy for at-risk accounts and escalations to protect revenue
Build and coach a high-performing team aligned to customer outcomes and commercial objectives
Establish expectations, accountability, and development plans for team members
Improve time to productivity through structured onboarding and continuous coaching
Enforce standard work and CRM discipline to improve execution consistency and forecasting accuracy
Drive continuous improvement initiatives to enhance productivity and cost-to-serve
Scale repeatable processes to support growth without proportional headcount increases
Partner with Sales, Support, Product, and Operations to improve end-to-end customer experience
Reduce handoff friction and improve alignment across the commercial lifecycle
Ensure consistent delivery of customer-centric, outcomes-based engagement
Leverage reporting and dashboards to drive visibility, prioritization, and decision-making
Translate insights into coaching actions, process improvements, and revenue protection strategies
Improve system adoption to enable automation, insight generation, and scalability

Requirements

What you’ll need

Bachelor’s degree or equivalent professional experience
Minimum of 5 years of experience in Customer Success, Account Management, or a related customer-facing role
Minimum of 5 years of experience in people management or team leadership experience
Demonstrated ability to lead change, coach performance, and drive accountability
Strong written, verbal, and interpersonal communication skills
Experience working with CRM platforms such as Salesforce
Preferred: Experience in SaaS, technology, or industrial environments
Preferred: Familiarity with customer health metrics, renewal forecasting, and churn-reduction strategies
Preferred: Experience applying Lean, Kaizen, or continuous improvement methodologies

Benefits

Comp & perks

No specific benefits, perks, or compensation extras are stated in the posting