Regional Manager, Customer Success LATAM

Regional Manager, Customer Success – LATAM

Location: Brazil (with regional responsibility across Latin America)

Why You Should Join Industrial Scientific?

At Industrial Scientific, we are committed to ending death on the job by delivering innovative gas detection solutions and exceptional customer experiences. As part of our team, you'll lead a group of passionate professionals dedicated to helping customers achieve safety and operational excellence. This is your opportunity to make a meaningful impact while growing your career in a global organization that values collaboration, continuous improvement, and customer success.

What You'll Do?

As the Regional Manager, Customer Success LATAM, you will lead and develop our Customer Success organization across Latin America, ensuring an outstanding customer experience from pre-sale engagement through post-sale support. You will:

• Lead and inspire a diverse team of Customer Success Managers, Customer Service Associates, Sales Support Specialists, and Order Entry professionals.
• Drive customer satisfaction and retention by partnering with sales leaders to deliver world-class customer health scores, renewals, and business expansion.
• Own issue resolution for internal and external customers, ensuring timely and effective solutions.
• Develop strategic and tactical plans to guide support teams toward achieving performance goals and improving processes.
• Implement process improvements using Fortive Business System (FBS) principles and data-driven insights.
• Analyze customer feedback to identify trends and implement strategies that enhance satisfaction and loyalty.
• Collaborate globally on initiatives and cross-functional projects focused on best practices, innovation, and troubleshooting.
• Ensure operational excellence in quotations, proposals, order processing, and support for critical sales opportunities.

What You Bring?

Must-Have Qualifications:

• Proven experience leading customer-facing teams (minimum 2 years; 4+ years preferred).
• Strong leadership skills with a track record of developing high-performing teams.
• Ability to manage customer escalations with urgency and professionalism.
• Excellent communication skills—both written and verbal—in English and Spanish (intermediate level).
• Demonstrated ability to negotiate customer contracts and drive retention.
• High ethical standards, goal-oriented mindset, and collaborative approach.

Preferred Qualifications:

• Previous experience in a Customer Success leadership role.
• Strong analytical and problem-solving skills with the ability to deliver quick resolutions.
• Experience with process improvement initiatives and performance metrics.
• Familiarity with call center technologies and support tools.
• Knowledge of Industrial Scientific products and services (or similar technical solutions).
• Willingness to travel periodically based on business needs.

Education:

• Bachelor's degree in Business or a related field (or equivalent experience).

What You'll Get:

We offer a competitive compensation package and benefits designed to support your well-being and professional growth:

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible work arrangements.
• Professional development opportunities and access to global learning programs.
• Inclusive and collaborative work environment committed to diversity and equity.
• Opportunities to make a real impact on workplace safety worldwide.

#LI-NL1

#LI-Hybrid

Fortive Corporation Overview

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.

We are 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'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 advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 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.

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 Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

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

---