Customer Success Manager

Customer Success Manager 

Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you. 

Why you want to be a part of the Customer Success Team

Success is in our name. Customer Success is part of our Fortive Shared Purpose.  We take tremendous pride in being core to both Accruent’s and Fortive’s long-term strategy. We are a driving force behind continuous improvement in both the experiences of our customers and of our own standard work. We regularly demonstrate the benefits of our role in paving a path to ever-increasing value for our customers AND in our role as trusted advisors within Accruent; advising on strategic decisions that impact our customer’s experiences and flawlessly implementing Accruent strategies at the customer level.

We are looking for a Customer Success Manager (CSM) who understands the challenges and opportunities that our customers face and is excited to coach them to positive outcomes, with their Accruent solutions. Through close partnerships, superior guidance, and interdepartmental collaboration, CSMs partner with customers to help them define goals that align with Accruent’s SaaS delivery capabilities to accomplish their objectives.  CSMs engage with customers to drive adoption of our solutions and realize value by exploring their needs and guiding them through an action-based success plan.

How you’ll make a difference:

As an effective Customer Success Manager, you will partner with our customers to facilitate a continuous cycle of goal setting, action planning, adoption, and value realization by:

• Providing best practices, educational opportunities, and documentation for Accruent solutions
• Leveraging personal engagements and system telemetry to identify opportunities and risks to increase and expedite mutual value
• Facilitating interdepartmental collaboration to expedite customer goal attainment
• Utilizing internal processes to improve Customer Health, increase retention, and mitigate risks
• Conducting business reviews to demonstrate the value of Accruent Solutions and celebrate stakeholder success
• Understanding Accruent’s solutions, features, and functions, to recognize how they can be used to solve problems and create solutions for our customers.
• Paving the path toward continuously increasing the value customers receive from their Accruent solutions through joint planning, collaboration, and problem-solving
• Programmatically capturing customer needs and behaviors to fuel Accruent’s customer-obsessed decision making, product innovation, and continuous improvement
• Recognizing best practices to be shared within our community of customers

What you’ll bring to the table:

• 5+ years of industry and/or experience with one or more Accruent product
• Experience in driving success with highly configurable software
• Expert problem-solving skills
• A track record of collaboratively working with diverse teams to foster relationships and achieve results
• Communicate effectively and succinctly with savvy business acumen
• Comfort in navigating ambiguity within a range of varied customer organizations
• Ability to manage multiple projects across a portfolio of customers
• A love for Standard Work, Kaizen, and other FBS tools

You’ll stand out if: 

• 8+ years of industry and/or experience with one or more Accruent product
• Strong executive presence and mature ability to articulate value to an Executive audience required for senior level positions (e.g. Senior CSM)
• FBS Champion

Please Note:

• This is a full-time, exempt opportunity. 
• Relocation will not be considered for this position. 
• At this time, visa sponsorship is not available. 

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.