Associate Customer Success Management

About the role

The Associate Customer Success Manager supports the Senior Customer Success Manager team to provide white-glove service to Censis customers. This role drives long-term strategic relationships, adoption, and growth opportunities across a high volume of accounts, ensuring successful product use, retention, and a positive client experience at scale. The position focuses on growing client utilization and subscription footprint while serving as an internal advocate for customers. The role requires extreme attention to detail, strong time management, organization, and excellent written and verbal communication skills. As the Customer Success Manager team scales, personal development and team success are top priorities.

Responsibilities

• Serve as a day-to-day support resource for the Customer Success team, helping Sr. CSMs maintain "white glove" service across assigned hospital systems and facilities.
• Act as an advisor to customers to ensure they’re leveraging the solution effectively.
• Manage requests from current customers, including technical support escalations, billing questions, and documentation/enablement requests to ensure a positive customer experience.
• Support QBR preparation by pulling data, building slides/reports, and tracking action items to closure.
• Support Sr. CSMs on cross-sell lead handling, including building and preparing quotes, delivering brief product demos, and gathering implementation data to keep opportunities moving.
• Coordinate and complete onsite and virtual visits to deliver product training and coaching across the customer lifecycle.
• Triage and route customer inquiries, escalations, and support requests to the appropriate team member, ensuring timely follow-up.
• Partner cross-functionally with Sales, Support, and Implementation teams to ensure smooth handoffs and a consistent client experience.
• Support special projects and rollouts as assigned by customer success leadership.
• Collaborate with Sales Analyst on reporting to identify risks and opportunities.

About Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry. From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care, and improved operational performance. By continuing to invest in technology, ease of integration, education, and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment.

About Fortive

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. As a global industrial technology innovator with a startup spirit, our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We are a diverse team of 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

Pay

The salary range for this position (inclusive of sales incentives/commissions) is $62,900 – $105,000.