Senior Account Manager - Customer Success for Digital Solutions

Account Management & Customer Success – Digital Solutions

Customer Success & Value Realization

• Own the post-sale customer relationship for assigned digital accounts within your segment – serve as the primary EGIC point of contact for adoption, value delivery, and ongoing engagement.
• Drive structured onboarding and user enablement to accelerate time-to-value after deployment.
• Track and report customer value realization (TVD) using usage analytics, dashboards, and outcome metrics – translating data into compelling value narratives for customers and internal stakeholders.
• Conduct regular business reviews with customers, presenting realized value, usage trends, and actionable recommendations to strengthen engagement and deepen program adoption.

Account Growth & Expansion Support

• Partner with field sales representatives to identify and pursue upsell, cross-sell, and multi-site replication opportunities within existing accounts.
• Build account plans that map digital adoption potential across customer sites, programs, and stakeholder groups within your assigned segment.
• Support field sales in shaping outcome-based value propositions and ROI business cases tailored to the segment’s operating environment and KPIs.
• Contribute to digital conversion efforts by scoring customer readiness and recommending targeted adoption plays for hardware-only or underutilized accounts.

Retention & Renewal Management

• Monitor customer health through usage signals, engagement patterns, and satisfaction indicators – proactively flagging and mitigating churn risk.
• Own renewal execution for assigned accounts, ensuring timely renewals and minimizing revenue leakage.
• Develop and execute recovery plans for at-risk accounts in coordination with product, service, and field teams.

Stakeholder & Cross-Functional Collaboration

• Engage customer stakeholders relevant to your segment – plant operations, quality, EHS, engineering, procurement, infection prevention, or facility management – to build multi-threaded relationships and deepen digital adoption.
• Collaborate with product, service, implementation, and field sales teams to ensure seamless customer experiences from deployment through expansion.
• Share customer feedback, competitive intelligence, and adoption insights to inform product direction and go-to-market strategy for your segment.
• Maintain disciplined CRM hygiene, accurate account health records, and transparent pipeline/forecast inputs.

Required Qualifications

• 4–8 years of experience in B2B account management, customer success, or consultative commercial roles in one or more of the following industries:

Institutional & Specialty: Healthcare, hospitality, life sciences, facility management, or institutional cleaning/hygiene.

• Strong understanding of digital products and platforms (SaaS, connected devices, remote monitoring, analytics, automation) and how they create measurable customer value.
• Demonstrated ability to manage customer relationships, drive adoption, and articulate value realization with data.
• Experience engaging multiple stakeholder levels in customer environments – from frontline operators to engineering, quality, and facility leaders.
• Ability to build ROI-based value stories and communicate both technical and commercial outcomes clearly.
• Strong communication, presentation, and relationship management skills.
• Bachelor’s degree in Engineering, Business, Food Technology, Chemistry, Life Sciences, or a related field (or equivalent professional experience).

Preferred Qualifications

• Experience in customer success, account management, or commercial roles within digital/IoT environments – including driving adoption, onboarding, and change management.
• Domain knowledge relevant to your target segment:

Institutional & Specialty: Infection prevention, laundry/housekeeping operations, water management in healthcare/hospitality, or specialty chemical applications.

• Comfort with data-driven customer engagement: leveraging dashboards, usage metrics, and value realization reports to drive conversations and demonstrate impact.
• Understanding of recurring revenue levers – onboarding, user enablement, usage analytics, renewal/expansion motions – and how they compound long-term commercial outcomes.
• CRM proficiency (e.g., Salesforce) with strong discipline around account health tracking and forecast accuracy.
• Ability to work effectively in a matrixed, globally distributed organization and influence outcomes without direct authority.

Experience Level

Senior Level