The Digital Customer Success Manager is responsible for managing a portfolio of core customers, utilizing data analytics and tools to build a proactive digital communication strategy with the customer’s goals in mind. Digital CSMs take a programmatic approach to drive customer behavior through data. They use automation to guide customers towards optimal product usage, ensuring they achieve their desired outcomes all while fostering strong relationships and promoting customer retention through proactive engagement and timely support. They play a key role in early identification of potential issues throughout the customer journey, leveraging technology to recognize trends and themes. Their efforts are instrumental in supporting customer retention and growth.  

Key Responsibilities: 
 
•   Proactively engage with customers through targeted communication channels (email, in-app messages) to provide valuable insights, promote new features and webinars, and address concerns. 
•   Monitor and analyze customer adoption data to identify potential churn risks, underutilization of features, and areas for improvement. 
•   Leverage customer data to identify trends, themes, and areas for optimization within the product. 
•   Execute the customer engagement plan to guide customers through product features and functionalities throughout their journey, increasing adoption aligned to their business goals and outcomes. 
•   Gather customer feedback through surveys, interviews, and other methods to identify areas for improvement and inform product development. 
•   Support renewals strategy by collaborating with renewals team to identify potential renewal risks and proactively work to retain customers through value demonstration and addressing concerns. 
•   Work closely with cross-functional teams including sales, marketing, product, solution consultants, and customer support to ensure a seamless customer experience. 

What you’ll bring to the table: 

•   English advanced skills 
•   Experience in customer success, marketing, project management, or data analytics 
•   Experience in SaaS or technology companies is desirable
•   Strong understanding of digital platforms and technologies 
•   Excellent communication and interpersonal skills to build trust and rapport with customers 
•   Ability to analyze data to interpret customer usage patterns and identify trends (Data driven profile) 
•   Proven ability to effectively manage a large customer portfolio 
•   Customer-centric approach with a focus on problem-solving 
•   Proficient in CRM tools and customer success platforms (Gainsight and Salesforce) 

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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.