Digital Success Manager
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Job Description
Digital Success Manager driving ServiceTitan, Jobber, and SureStock adoption for Ferguson’s plumbing and HVAC distribution business. Expanding customer success, partnerships, and measurable digital revenue growth.
Responsibilities:
- Serve as the business owner for Ferguson's strategic Field Service Management partnerships, including ServiceTitan and Jobber
- Develop and implement strategies to increase customer adoption, engagement, and growth across partnerships
- Build relationships with software partners and identify opportunities to expand collaboration
- Translate partner capabilities, roadmaps, and value propositions into strategies for customers and sales teams
- Lead joint initiatives, regular business reviews, and partnership priorities
- Track adoption, engagement, revenue, and overall business performance across the FSM partnership portfolio
- Identify adoption barriers and customer feedback to improve the customer experience
- Own the business strategy, post-go-to-market approach, adoption, and growth of Ferguson SureStock
- Establish SureStock growth targets and performance measures
- Partner with sales and field teams to identify suitable customers and markets
- Develop positioning, digital enablement, customer outreach, education, and campaign strategies
- Develop go-to-market and growth plans across FSM partnerships and Ferguson SureStock
- Support sales conversations with positioning, materials, demonstrations, and subject-matter expertise
- Coordinate with technical implementation teams to ensure a consistent customer experience
- Report portfolio performance, growth opportunities, customer feedback, risks, and recommendations to Ferguson leadership
- Use data and customer insights to prioritize areas of greatest impact
- Assess potential new software partnership opportunities as customer or business needs emerge
Requirements:
- Bachelor's degree in business, marketing, information systems, or a related field, or equivalent professional experience
- 8+ years of experience in customer success, strategic account management, partner management, business development, digital solutions, or a similar role managing complex, high-value relationships or portfolios
- Strong understanding of Field Service Management, contractor software, or digital solutions used by Residential Trade and HVAC businesses
- Hands-on experience with Field Service Management platforms such as ServiceTitan, Jobber, FieldPulse, Buildertrend, or Knowify
- Experience with or knowledge of Vendor-Managed Inventory (VMI) solutions and the competitive VMI landscape
- Hands-on experience with Vendor-Managed Inventory (VMI) platforms such as PLY, Kojo, CribMaster, eTurns, Fishbowl, or Keepstock
- Proven ability to manage strategic partnerships or a portfolio of digital solutions and develop strategies that drive customer adoption, engagement, growth, and measurable business results
- Strong analytical and commercial skills, including establishing critical metrics and evaluating performance
- Excellent communication and presentation skills
- Proven ability to lead complex cross-functional initiatives across sales, marketing, product, and technical teams through influence rather than formal authority
- High ownership and accountability as a senior individual contributor
- Experience with reporting and CRM tools such as Salesforce or Power BI
- Willingness to travel to meet customers, field teams, and partners in person when needed
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Life insurance
- 401(k) with a company match
- Mental health coverage
- Gender affirming benefits
- Family building benefits
- Paid parental leave
- Associate discounts
- Community involvement opportunities
- Bonus or Incentive Plan eligibility
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