Digital Success Manager

Digital Success Manager

Ferguson being one of North America's largest distributors of plumbing, HVAC, and industrial products, serving contractors and trade professionals across residential, commercial, and industrial markets. We help the people who build, maintain, and repair the places we live and work — and we're investing in the software and digital tools that make their jobs easier.

We're looking for a Digital Success Manager to join our Digital Enablement (eProcurement) Team to drive customer success, adoption, and growth across these two strategic areas for Ferguson's Residential Trade and HVAC businesses:

Contractors and service technicians increasingly rely on software and digital tools to run their businesses — from Field Service Management (FSM) platforms like ServiceTitan and Jobber that help manages jobs and field operations, to Vendor-Managed Inventory (VMI) solutions like Ferguson SureStock that help customers manage inventory and purchasing more efficiently.

This is a senior individual contributor role on responsible for turning these digital solutions into measurable business results. The Digital Success Manager will work across software partners, sales, field teams, customers, and internal partners to identify growth opportunities, increase adoption, improve the customer experience, and track the performance and impact of the portfolio.

While the primary focus is improving the success of Ferguson's existing FSM partnerships and SureStock, you may also help assess new software partnership opportunities as customer or business needs emerge.

Location: This role is approved to be Remote or will be Hybrid if you are local to HQ, per Company Policy

Drive Field Service Management Partnership Success

• Serve as the business owner for Ferguson's strategic Field Service Management partnerships, including established platforms such as ServiceTitan and Jobber.
• Develop and implement strategies to increase customer adoption, engagement, and growth across each partnership.
• Build strong relationships with software partners and find opportunities to expand how Ferguson and its partners work together.
• Understand each partner's capabilities, roadmap, and value proposition, and translate those opportunities into strategies for Ferguson customers and sales teams.
• Lead joint initiatives with partners to increase awareness, adoption, and customer success.
• Track adoption, engagement, revenue, and overall business performance across the FSM partnership portfolio.
• Identify barriers to adoption and recurring customer feedback, working with partners and internal teams to improve the customer experience.
• Lead regular business reviews with strategic partners to evaluate performance, find opportunities, and establish priorities.
• Identify emerging customer or market needs and, when appropriate, help assess potential new software partnership opportunities.

Drive Ferguson SureStock Success & Growth

• Own the business strategy, post-go-to-market approach, adoption, and growth of Ferguson SureStock, Ferguson's vendor-managed inventory solution.
• Develop strategies to increase SureStock adoption across Residential Trade and HVAC customers.
• Establish growth targets and performance measures, tracking customer adoption, engagement, expansion, revenue, and overall business impact.
• Partner with sales and field teams to identify customers and markets that would benefit from SureStock.
• Develop positioning, digital enablement, and customer outreach strategies that clearly communicate SureStock's value.
• Use customer and sales feedback to find opportunities to improve the SureStock experience and expand its value.
• Stay current on the vendor-managed inventory landscape to inform SureStock's competitive positioning and growth strategy.

Lead Go-to-Market, Adoption & Performance

• Develop go-to-market and growth plans across both FSM partnerships and Ferguson SureStock, defining target customers, positioning, adoption strategies, success measures, and growth opportunities.
• Work with sales and field teams to find opportunities to bring these solutions to more customers and expand adoption within existing accounts.
• Partner with internal teams to introduce and expand solutions through presentations and communications to leadership, sales, field teams, and other interested parties.
• Support sales conversations with positioning, materials, demonstrations, and subject-matter expertise.
• Develop targeted outreach, education, and campaigns to generate awareness and new opportunities.
• Coordinate closely with technical implementation teams to ensure customers receive a consistent experience from launch through ongoing success.
• Report portfolio performance, growth opportunities, customer feedback, risks, and recommendations to Ferguson leadership.
• Use data and customer insights to continuously determine where Ferguson should focus to drive the greatest impact.

Preferred Qualifications

• Bachelor's degree in business, marketing, information systems, or a related field, or equivalent professional experience.
• 8+ years of experience in customer success, strategic account management, partner management, business development, digital solutions, or a similar role managing complex, high-value relationships or portfolios.
• Strong understanding of Field Service Management, contractor software, or digital solutions used by Residential Trade and HVAC businesses, including the workflows and factors that drive customer adoption.
• Hands-on experience with Field Service Management platforms such as ServiceTitan, Jobber, FieldPulse, Buildertrend, or Knowify.
• Experience with or knowledge of Vendor-Managed Inventory (VMI) solutions and the competitive VMI landscape.
• Hands-on experience with Vendor-Managed Inventory (VMI) platforms such as PLY, Kojo, CribMaster, eTurns, Fishbowl, or Keepstock.
• Proven ability to manage strategic partnerships or a portfolio of digital solutions and develop strategies that drive customer adoption, engagement, growth, and measurable business results.
• Strong analytical and commercial skills, with the ability to establish critical metrics, evaluate performance, find opportunities, and connect digital adoption to revenue and broader business outcomes.
• Excellent communication and presentation skills, with the ability to work effectively with customers, software partners, sales teams, and senior leadership.
• Proven ability to lead complex cross-functional initiatives across sales, marketing, product, and technical teams through influence rather than formal authority.
• High ownership and accountability, with experience operating as a senior individual contributor and independently driving strategy and execution.
• Experience with reporting and CRM tools such as Salesforce or Power BI.
• Willingness to travel to meet customers, field teams, and partners in person when needed.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!