Reports to: Group President, NA Commercial Team: Customer Success Team (leader + senior individual contributors) Operating Company: Censis Technologies The opportunity The Director, Customer Success is a senior, enterprise-facing leader responsible for protecting and expanding our customer base by elevating customer health, accelerating adoption, and driving retention and expansion outcomes. This role sets the strategy for the Customer Success motion and leads leaders to execute it—building the operating cadence, talent, tooling, and cross-functional alignment required to deliver measurable growth. In this scope, the role carries accountability beyond a single team: you will work cross-company to identify systemic risks to customer health, remove friction in the customer lifecycle, and unlock opportunities that strengthen relationships and grow share across the portfolio. You will be a visible change agent—leading your organization through evolution in a fast-moving market and ensuring Customer Success remains a strategic lever in the overall North America commercial offense. What you will do - Own Customer Health + Commercial Outcomes: Lead Customer Success to deliver retention, renewals, expansion, adoption/usage, and customer advocacy outcomes—backed by clear KPIs, forecasting, and accountability. - Set the CS Strategy for North America: Define the customer success strategy and operating model (segmentation, coverage, plays, lifecycle motions) that improves outcomes and scales with growth. - Be a Cross-Company Connector: Partner across functions and operating companies to surface customer health risks, align on mitigation plans, and coordinate growth opportunities where our combined portfolio creates unique value. - Create and Deliver NA Commercial Strategy: Serve as a strategic thought partner to the Group President, NA Commercial—bringing voice-of-customer insights, retention/expansion trends, and market signals to shape priorities, resource allocation, and go-to-market plans. - Drive Change + Build the Future: Lead the team through change—clarifying the “why,” translating strategy into action, and building resilience and momentum as we evolve processes, systems, and expectations. - Strengthen Customer Experience End-to-End: Collaborate closely with Customer Support, Sales, Product/Innovation, and Service to ensure customer needs are translated into roadmap inputs, improved experiences, and measurable value realization. - Build Talent + Capability: Hire, develop, and enable the right talent for today and tomorrow—setting standards for performance, messaging, deal ownership, and executive presence. - Operate with FBS: Use the Fortive Business System (FBS) to drive continuous improvement, simplify complexity, and create disciplined management routines and analytics that improve visibility and decision-making. - Own Executive Relationships: Lead engagement with key partners and strategic accounts—ensuring trusted-advisor relationships and proactive risk/opportunity management. - Know the Market: Maintain strong awareness of the competitive landscape and translate competitive insights into retention defenses and expansion plays. Requirements & Capabilities - Experience in healthcare is strongly preferred; ideally with exposure to Sterile Processing Department (SPD) environments and customer workflows. - Proven track record of building customer advocacy, driving measurable retention and expansion, and serving as a trusted executive partner to customers. - Demonstrated ability to lead and influence across multifunctional teams, aligning stakeholders toward shared customer and commercial outcomes. - Strong followership and culture builder, with a history of leading through influence, fostering engagement, and embedding continuous improvement mindsets. - Operationally strong and process-oriented, with the ability to design scalable solutions while maintaining rigor and consistency. - Detail-oriented leader who balances strategic thinking with disciplined execution. Experience working with customer success and commercial tools, including Salesforce (SFDC), Gainsight, and Excel; leveraging data to drive decisions is required. 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 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. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds. 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 applyassistance@fortive.com.

• Be the primary face to the client during the implementation process • Conduct impact analysis with client to determine the appropriate requirements for a smooth and successful implementation • Ensure all requirements are documented in the standard project templates and tools and then obtain approval from the Client before initiating builds • Create and maintain a detailed project plan and open items log for project monitoring purposes • Coordinate and collaborate across functional teams and the client to ensure items are completed timely, ensuring readiness for go-live • Monitor progress using weekly status reporting formats • Assist with escalated client issues, member issues, project issues, etc. • Provide go-live support • Facilitate internal Post Implementation Review meetings • Provide mentoring and support to other team members • Support high-volume, high-profile clients • Act as a mentor for colleagues throughout the implementation process and solve for opportunities identified through trend analysis and process improvement • Assist the implementation team with new hire onboarding and shadowing • Lead ad-hoc project requests • Lead process improvement efforts and focus groups • Serve as a liaison with cross-functional teams • Lead and provide support to the implementation team as process questions arise whether via email or via slack

• Influence: work cross-functionally with our Merchant Implementation, Quality, SFN Operations, SIC Operations, Forecasting, Analytics, and Sales teams to implement new Mid-Market clients operationally. • Strategize: work with Quality, SFN, and SIC partners to best place merchants and execute on the needs of their unique SKU profile, pack expectations, and custom packaging. • Merchant Experience: you will act as our escalation point for all fulfillment issues during the first 30 days in the onboarding process for new merchants. You will be critical in solving the most complex merchant problems both from an internal and external perspective. • Onboarding: oversee the onboarding and implementation operations for all our MM merchants from the perspective of Supply Chain and Operations. • Analyze: understand volume needs and coordinate with forecasting teams, communicate expectations around productivity impacts and make necessary adjustments. • Operational Solutioning: work to find scalable creative solutions to merchant's custom requirements that align with our current processes. • Comply to all food safety and compliance policies and regulations. • Additional duties and responsibilities as necessary.

• Lead multiple (12-15) concurrent engagements to implement Smartsheet across a variety of client industries and use cases, ensuring your clients are gaining the most value from the Smartsheet platform • Collaborate with customer stakeholders to drive timelines, manage scope, and change requests • Design, demonstrate, and build Smartsheet solutions that fit within new & existing customer business needs • Gain and maintain deep technical knowledge of Smartsheet including premium products • Identify product and services expansion opportunities for Smartsheet with the customer's user base • Serve as an advisor on best practices and capabilities of the Smartsheet platform at scale across a variety of industries and business functions • Meet or exceed key performance indicator (KPI) targets aligned to the role • Accomplish other tasks as assigned • Implement packaged solutions from the Services Catalog in an accelerated time to value manner • Advise and prescribe best practices for solution implementation within the context of the package • Recommend tangential solutions and scalability to propel the customer along the Customer Journey map, leveraging all Professional Services offerings • Expand upon best practice package designs and help evolve the Catalog offerings • Act as a mentor to your team fostering growth and efficiency in customer adoption • Navigate customer conversations, trial new techniques to enhance your soft skills and engagement leadership capabilities, to become a trusted partner and advisor to your customers business problems • Accomplish other tasks as assigned