Enterprise Customer Success Manager

Enterprise Customer Success Manager The Enterprise Customer Success Manager is a critical role focused on maximizing revenue, retention, profitability, and ROI within high‑value National Account locations. The position serves as the primary relationship owner at the location level, ensuring seamless delivery, strong engagement, and ongoing growth. The manager proactively manages account health, monitors contractual and financial performance, and champions the customer experience. Acting as the liaison for clients, the role oversees solution implementation, aligns service teams, and builds strong relationships with key decision‑makers. Through data‑driven analysis, risk management, and cross‑functional collaboration, the manager ensures accounts deliver sustainable profitability and ROI while uncovering opportunities for optimization, upselling, and long‑term business expansion. Location: Knoxville, TN Duties and Responsibilities 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 are aligned 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. Qualifications 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 environment. Excellent written and verbal communication skills. Excellent relationship building and stakeholder management skills, with the ability to engage decision makers and influencers. Strong problem‑solving and analytical skills with the ability to analyze data, identify trends 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. Bonus Points If You Have: Industrial or manufacturing segment experience preferred. Other Requirements: 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 (walking, bending, standing for long periods). Willingness to comply with customer safety and PPE protocols. May require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI"). Compensation : Starting at $62,416 – $98,082 plus commission, depending on candidate location and experience. Salary range is based on similar roles in comparable industries and cost of labor in the respective city. Actual compensation is based on relevant experience, education, and peer pay equity. The Company reserves the right to modify the range as market conditions change. Equal Employment Opportunity Statement At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our 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; applicants are asked to make their needs/requirements known. Note: Applicants must be currently authorized to work in the United States. This position is not eligible for visa sponsorship. #J-18808-Ljbffr