Manages strategic SaaS accounts to drive retention, renewals, expansion, and long-term customer success. Builds executive relationships, conducts business reviews, develops account plans, identifies upsell and cross-sell opportunities, manages customer health, and maintains revenue forecasts and CRM records. Collaborates with Sales, Customer Success, Product, Professional Services, Legal, and Finance to resolve issues, align solutions with customer needs, and communicate feedback.
Position Summary
The Global Flagship Accounts Manager is responsible for driving customer retention, growth, and long-term success within an assigned portfolio of accounts. This role partners cross-functionally with Sales, Customer Success, Product, and Professional Services teams to deliver exceptional customer experiences while achieving revenue and retention objectives. Success in this role requires strong consultative-selling skills, customer advocacy, business acumen, and the ability to manage complex customer relationships throughout the account lifecycle.
Key Responsibilities
- Serve as the primary point of contact for assigned customer accounts, building trusted relationships with key stakeholders and decision-makers
- Conduct regular business reviews to understand customer objectives, challenges, and opportunities for growth
- Develop and execute account plans that drive customer retention, expansion, and long-term success.
- Drive renewals and identify upsell and cross-sell opportunities across software solutions, subscriptions, and professional services.
- Meet or exceed assigned revenue, retention, and growth targets through proactive pipeline management
- Monitor customer health and proactively address risks that could impact customer satisfaction or retention
- Collaborate with Customer Success and Support teams to resolve issues and ensure a positive customer experience.
- Educate customers on industry trends, best practices, and new product capabilities that support their business goals.
- Maintain accurate sales forecasts, pipeline activity, customer records, and account plans within CRM systems
- Partner closely with Product, Marketing, Solution Engineering, Professional Services, Legal, and Finance teams to align solutions with customer needs
- Gather and communicate customer feedback, market insights, and product enhancement requests to internal stakeholders
Basic Qualifications
- 5+ years of account management or customer growth experience in a SaaS organization
- Experience managing enterprise or strategic customer accounts
- Experience managing customer contracts, renewals, and commercial discussions
- Experience driving account expansion through upselling and cross-selling initiatives
- Experience navigating complex sales cycles, procurement processes, and contract negotiations.
- Proven ability to meet or exceed revenue, renewal, retention, or growth targets.
- Experience using CRM systems such as Salesforce, HubSpot, or similar platforms.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.
- Experience collaborating across Customer Success, Product, Professional Services, and Sales organizations.
- Strong analytical skills with the ability to interpret customer data, usage metrics, and business performance indicators.
- Familiarity with customer success methodologies and account planning frameworks
- Strong consultative selling, relationship management, and negotiation skills.
- Excellent verbal, written, and presentation communication skills.
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 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.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About the Team Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.
About Accruent
Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.
Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.
Explore the path. Join Accruent.
We Are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
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- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
