Customer manager

Job Description

POSITION SUMMARY

The Customer Success Manager is tasked with leading proactive customer engagements, fostering exceptional customer lifetime value, and driving positive outcomes in customer health, retention, and advocacy within their territory. This territory-based role requires the CSM to act as a trusted advisor, conducting regular cadence calls, customer onsite visits, annual business reviews, and tailored customer success plans. Their knowledge of the company's applications, resources, and tools, combined with their expertise in clinical and business domains, enables them to surpass key performance metrics in customer health, retention, and growth.

The Customer Success Manager is responsible for securing customer renewals, supporting customer orders (non-subscription), and raising CS qualified opportunities for subscription expansion. The ideal candidate will be highly analytical, data-driven, decisive, organized, disciplined, collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills, adaptability, and the ability to multi-task are a must.

PRIMARY RESPONSIBILITIES –

Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes.

Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks.

Provide internal communications regarding customer’s configuration, usage information, satisfaction of the system.

Establish and conduct proactive recurring cadence calls with customers that accelerate the adoption of best practice solutions aligned with customer goals and objectives.

As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value. Guide the customer to the appropriate internal Censis resources available.

Schedule proactive on-site visits with customers to foster relationships and better understand each customer’s unique environment.

Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging.

Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals.

Build and maintain clinical and technical knowledge expertise. Knowledgeable about the workflow solutions and benefits of Censis applications.

Actively support funnel growth by generating qualified CS leads based on customer evidence.

Actively update required CRM systems and follow cross-functional standard workflows.

Be a client advocate, while keeping Censis values and initiatives in mind.

REQUIREMENTS/QUALIFICATIONS

3 years or relevant experience in Sterile Processing Lead or Educator roles, ideally with Censitrac super-user experience.

Bachelor’s degree or equivalent work experience required.

CCSVP or higher certification, or able to attain in the first 6 months in role.

Experience with interacting with stakeholders in the sterilization, hospital hygiene or operating room fields.

Ability to diagnose complex issues, comprehend the full breadth of services, blend them into practical solutions that meet our clients’ needs, and articulate them across multiple disciplines

Excellent organizational skills, a high degree of adaptability and the ability to anticipate and respond to changing priorities.

Strong communication skills (oral and written) and the ability to use them at several organizational levels. Solid presentation, communications and influencing skills, demonstrated through all forms of communication.

Strong analytical, commercial and digital literacy such as Excel, Sharepoint, Oracle, Salesforce.com, and CRM tools

Available to travel approximately 30% of the time

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 17,000 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.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Fortive Corporation Overview

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 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.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Pay Range
The salary range for this position (in local currency) is 56,900.00 - 105,700.00

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

The salary range for this position (in local currency) is 56,900.00 - 105,700.00