Customer Success Relationship Manager

OUR MISSION

At Industrial Scientific, we are committed to ending workplace deaths by 2050. We hire smart, motivated people and give them the tools and support to make a meaningful impact. Our Sales Engineers are key to achieving this vision through proactive engagement with customers, ensuring safety and expanding the use of our life-saving technologies.

ROLE OVERVIEW

The Customer Success Relationship Manager will be responsible for driving revenue growth by maintaining and expanding our subscription-based gas detection fleet management program—iNet®—across APAC. This includes nurturing customer relationships, preventing iNet churn, identifying upsell opportunities and providing technical solutions that ensure safety and compliance in hazardous environments.

KEY RESPONSIBILITIES
- iNet Churn Prevention & Upsell: Proactively engage with existing iNet customers to maintain satisfaction, ensure contract renewals and identify upselling opportunities for devices, services and analytics tools.
- Sales Engineering Support: Provide technical support during the sales process to end-users and distributor partners. This includes demonstrations, proposal development and post-installation technical guidance.
- Customer Relationship Management: Build and maintain strong customer relationships through regular engagement, feedback collection and ensuring customer success with our products and services.
- Field Visits & Onboarding: Conduct site visits for new and existing customers to ensure proper installation, onboarding and utilization of iNet systems, including docking stations, gas monitors and cloud-based reporting tools.
- Training and Enablement: Deliver technical training to customers and distributors on gas detection principles, software platforms and hardware usage. Develop and maintain structured training content.
- Distributor Partner Support: Collaborate with authorized service centers and distribution partners to ensure they meet Industrial Scientific’s operational and service standards.
- Data-Driven Consultation: Help customers interpret iNet usage data and recommend best practices to maximize safety and efficiency in their operations.
- Internal Collaboration: Work closely with regional service teams, product development and marketing to relay customer insights and drive continuous improvement.
- Conduct regular site visits to verify that customer equipment and installations function effectively and in accordance with company standards, including ensuring docking stations are uploading data and calibration gas cylinders are properly maintained.
- Offer consistent feedback on product performance and technical issues to the Application Engineering, Product Development, Engineering, Service and Product Performance teams to support continuous improvement.
- Provide exceptional customer service to both end users and distributors by ensuring prompt issue resolution, performing root cause analysis and implementing corrective actions for iNet® and technical support challenges.
- Diagnose and repair gas detection equipment efficiently and with exceptional attention to quality at customer sites and other designated locations.
- Delivering outstanding customer service to both end users and distributors, ensuring timely issue resolution, thorough root cause analysis and implementation of corrective actions for iNet® and technical support-related challenges.

REQUIRED QUALIFICATIONS
- 3-5 years’ experience in a sales, service, or technical support role within industrial instrumentation, preferably in mining, oil & gas, or chemicals.
- Proven ability to prevent churn and grow accounts through upselling and cross-selling.
- Demonstrated success in a quota-driven, customer-facing role.
- Technical aptitude in instrumentation, wireless technology, or industrial safety systems.
- Strong communication and interpersonal skills, capable of influencing stakeholders.
- Ability and willingness to travel up to 30% across APAC.
- Valid Singapore driver’s license and legal right to work in Singapore.

PREFERRED QUALIFICATIONS
- Bachelor’s degree in engineering, Science, or related technical field.
- Experience with cloud-based solutions, SaaS, or remote monitoring systems.
- Familiarity with CRM systems like Salesforce.
- Exposure to gas detection or industrial safety equipment.

WHY JOIN US?
- Be part of a purpose-driven organization saving lives every day.
- Work in a dynamic and innovative environment with industry-leading technology.
- Career development and internal mobility opportunities across the region.
- Flexible work environment with autonomy and trust.

**Fortive Corporation Overview**

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