Enterprise Customer Success Manager

Enterprise Customer Success Manager

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

The Enterprise Customer Success Manager is a critical role focused on maximizing revenue, retention, profitability, and ROI within high-value National Account locations. Serving as the primary relationship owner at the location level, this role ensures seamless delivery, strong engagement, and ongoing growth. The Customer Success Manager proactively manages account health, monitors contractual and financial performance, and champions the customer experience. Acting as the liaison for clients, the position 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 Customer Success Manager ensures accounts deliver sustainable profitability and ROI while uncovering opportunities for optimization, upselling, and long-term business expansion.

Duties and responsibilities include:

• 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 escalate 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 include:

• Bachelor’s degree or a minimum of eight years of equivalent experience required.
• At least two years of progressive growth in job responsibilities required.
• Three to four years’ 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 include:

• A valid driver’s license may be required.
• Position requires up to 50% of 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.
• This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI")

Compensation starting at $62416 - $98082 with commission opportunities depending on candidate location and experience. The salary range represented is based on the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

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.