AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders, united by a common goal – To build the future of predictive maintenance. As we enter the next phase of company growth, we are seeking people to help lead the journey.
What’s the Opportunity:
The Customer Success Manager Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction. Additionally, this leader will foster team development, support strategic initiatives, and contribute to the future vision of AssetWatch’s customer success journey.
Team Management & Leadership
- Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities.
- Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities.
- Conduct regular check-ins, performance reviews, and professional development sessions with team members.
- Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.
- Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary.
- Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction.
- Monitor and coach CSMs to drive strong account health across accounts proactively identifying risks, and implementing solutions to address potential issues.
- Guide team to conduct regular business reviews and strategic planning sessions to ensure alignment with client goals and identify growth opportunities.
Cross-Functional Collaboration
- Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations.
- Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features.
- Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets.
Process Improvement
- Help implement tools and processes that increase team efficiency and streamline customer communications and support.
- Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations.
- Actively participate in the development of customer-facing resources and documentation that enhance onboarding, training, and account management.
Qualifications:
- 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role.
- Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals.
- Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships.
- Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities.
- Experience in the manufacturing industry or with predictive maintenance technology is strongly preferred.
- Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.).
- Results-oriented, with a strategic mindset and a bias for action.
- Strong coaching skills, with a demonstrated ability to foster a proactive, customer-centered team culture.
- Ability to manage multiple projects and priorities in a dynamic environment.
- Adaptability to Change: Thrives in a fast-paced, evolving environment with frequent product and process updates.
- Empathy-Driven Leadership: Embodies a people-first leadership style, putting customer and team member needs at the forefront.
- Technical Aptitude in Condition Monitoring: Demonstrates an understanding of condition monitoring or predictive maintenance technology to facilitate effective customer conversations and adoption.
- Data-Driven Approach: Able to analyze metrics, derive insights, and make data-backed decisions to enhance both customer success strategies and team performance.
- Fluency in English; additional language skills are a plus.
What We Offer:
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive – that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
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