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 rapid growth, we are seeking people to help lead the journey.
What’s the Opportunity:
We’re growing FAST and seeking a Customer Success Manager to become a trusted advisor to customers and own the success of the partnership. You will help demonstrate the value for our customers and be their go-to contact, advocating and facilitating successful customer outcomes throughout the broader Asset Watch organization. To succeed in this role, you will need to focus on customer objectives, be a team player, have outstanding collaboration skills and the ability to think critically. You must be able to manage shifting business demands and be able to prioritize tasks appropriately.
- Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction
- Acquire a deep knowledge of company products and value proposition
- Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer’s objectives for overall success. Identify churn risk, and work proactively to eliminate that risk
- Develop and present strategic success plans that clearly deliver on customer expectations
- Be highly organized with strong CRM and territory management skills
- Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria
- Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience
- Facilitate Asset Watch customer onboarding, training, and initial user setup
- Meet retention and sales targets on a quarterly basis
Qualifications:
- 4+ years in account management or customer success
- 2+ years’ experience selling additional products and services to existing accounts
- Experience with CRM platforms (Salesforce strongly preferred)
- Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms
- Strong active listening skills with a desire and knowledge to understand and solve for customer needs
- Experience strategically consulting customers, creating success plans, and achieving their desired outcomes
- History of exceeding retention and expansion quotas
- Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement
- Ability to multi-task, prioritize and manage time effectively
- Exceptional organizational skills; be results-oriented with a bias for action
- Must embrace a culture of accountability
- Work autonomously with minimal supervision
- Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner
- Strong collaborator who can build trust and contribute to the success of the team
- Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed
- Professional appearance, excellent communication skills and professional conduct
Note: This role involves up to 15 – 20% domestic travel, primarily for client meetings and industry events.
This role is located in the United States
#LI-Remote
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.