Enterprise Customer Success Manager

Position Details

Requisition : 20760
Employment Type: Full Time
Job Category: Sales
Work Location: Columbus, GA

The Enterprise Customer Success Manager ensures revenue, retention, profitability, and ROI within high-value National Account locations. Serving as the primary relationship owner, the role manages account health, monitors contractual and financial performance, champions the customer experience, oversees solution implementation, and builds relationships with key decision makers. Using data-driven analysis, risk management, and cross‑functional collaboration, the Manager ensures sustainable profitability and identifies upsell and expansion opportunities.

• Maintain and grow revenue and profitability within assigned National Account locations through proactive account health monitoring and identification of cross‑sell and upsell opportunities.
• Monitor and evaluate contractual, financial and profitability performance and solution utilization, ensuring accounts meet ROI targets, managing pricing agreements, and seeking optimization opportunities of underperforming solutions.
• Serve as the primary point of contact for National Account locations, championing the customer experience, resolving escalated issues, and ensuring seamless execution of solution implementations.
• Track and report on account‑level KPIs to measure health, adoption, and performance against growth and profitability targets.
• Align implementation activities with onsite/VMIS teams and service coverage to ensure consistent delivery and client satisfaction.
• Build and maintain relationships with key decision makers and influencers to deepen account engagement and support long‑term business objectives.
• Identify potential risks to account performance and profitability, develop mitigation strategies, and elevate issues as needed.
• Collaborate with cross‑functional teams to ensure account strategies align with business priorities, financial goals, and evolving client needs.
• Drive adoption and utilization of contracted solutions to maximize customer value, ROI, and profitability.
• Support quarterly business reviews (QBRs), Continuous Improvement Reviews (CIRs) and other strategic planning sessions to evaluate performance and identify growth opportunities.
• Onboard new locations within enterprise client accounts, ensuring smooth transition and alignment with contracted solutions.

• Bachelor’s degree or a minimum of eight years of equivalent experience.
• At least two years of progressive growth in job responsibilities.
• Three to four years of experience in account management, customer success, or sales.
• Excellent written and verbal communication skills.
• Strong relationship building and stakeholder management abilities.
• Strong problem‑solving and analytical skills with ability to analyze data and recommend actionable improvements.
• Strong leadership, strategic thinking, and customer service orientation.
• Proficiency in CRM software (Salesforce or equivalent) and data analysis tools (Excel, Tableau).
• Proficiency in Microsoft Office Suite.
• Ability to thrive and manage multiple accounts and projects in a fast‑paced, team‑oriented environment.

• Industrial or manufacturing segment experience.

• A valid driver’s license may be required.
• Position requires up to 50% travel.
• Ability to lift up to 50 lbs and perform physical tasks such as walking, bending, and standing for long periods.
• Willingness to comply with customer safety and PPE protocols.
• May require access to ITAR and/or CUI.

Starting salary range $62,416 – $98,082 with commission opportunities dependent on location and experience.

Health and wellness plans, 401(k) with company match, stock purchase program, tuition reimbursement, paid time off—including holidays, vacations, and illness—are among the benefits offered.

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process.

Open.