Director of Customer Success

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.

Position Overview

The Director of Customer Success is a strategic leadership role responsible for building, scaling, and directing the customer success organization to drive sustainable revenue growth, customer retention, and expansion. This position plays a critical role in shaping AssetWatch's post-sale strategy and market position, with direct accountability for customer outcomes, team performance, and enterprise-wide customer-centric initiatives. The Director will lead a team of up to 20 or more Customer Success Managers and Leads across multiple levels, ensuring consistent delivery of world-class service, driving product adoption, and embedding AI-powered solutions and best practices throughout the organization.

Key Responsibilities

Strategic Vision and Organizational Leadership

• Develop and execute customer success strategy aligned with revenue targets and product roadmap, focusing on NRR, GRR, retention, and expansion revenue.
• Own key performance indicators with direct accountability: NRR (110%+ minimum), retention (95%+), churn (under 5% annually), expansion revenue growth (20%+ year over year), NPS (45+ minimum), and customer health scores.
• Define customer segmentation and lifecycle models that optimize value realization and maximize ROI for customers and AssetWatch.
• Lead the post-sale organization to drive product adoption, customer experience excellence, and measurable business outcomes.

Building and Scaling High-Performing Teams

• Recruit and develop exceptional talent, establishing a culture of excellence and accountability. Target turnover under 15% annually and 40%+ internal promotion rate for leadership roles.
• Build organizational infrastructure to support scaling across multiple regions, with emphasis on Mexico and Latin America operations.
• Develop strong leadership bench with clear career pathways. Maintain 2-3 identified successors for key roles.
• Foster continuous learning culture. Target 10+ training hours per CSM annually.
• Hold team accountable to performance standards while maintaining psychological safety, collaboration, and mutual support.
• Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes.

AI Integration and Operational Innovation

• Lead strategic integration of AI capabilities into CS operations. Target 100% adoption across CS tools and 20%+ improvement in CSM productivity within 18 months.
• Champion AI adoption for predictive analytics, health scoring, churn prevention, and personalized engagement.
• Evaluate and implement AI-powered CS tools including AI health platforms, ChatGPT integration, and automated insights engines.
• Partner with Product and Engineering to ensure customer feedback informs AI roadmap and seamless platform integration.

Customer Outcomes and Growth

• Own gross and net revenue retention targets and churn reduction initiatives. Target 10-15% annual churn reduction and 20% expansion revenue growth year over year.
• Develop and operationalize CS lifecycle frameworks (onboarding, adoption, value realization, renewal, expansion). Target Time-to-Value of 30 days or less and first-year GRR of 90%+.
• Manage strategic account relationships and escalations for high-value accounts. Maintain direct visibility into at-risk accounts and drive proactive intervention.
• Lead initiatives to maximize adoption and ROI of condition monitoring solutions across customer manufacturing operations.
• Establish and monitor CS programs including Business Reviews, executive sponsor relationships, and customer advisory boards. Target quarterly executive reviews for 100% of top 20 accounts.

Cross-Functional Leadership and Alignment

• Partner with Sales, Product, Marketing, Engineering, and Operations to ensure seamless handoffs and customer-centric decision-making.
• Serve as voice of the customer to executive leadership. Present quarterly customer health and success metrics to leadership. Provide market trend insights and recommendations.
• Collaborate on feature prioritization and product roadmap informed by customer feedback. Input from minimum 50% of customer base quarterly.
• Work with Sales on renewal forecasting and expansion opportunities. Participate in monthly pipeline reviews with plus or minus 10% forecast accuracy.
• Partner with Marketing on retention campaigns, case studies, and reference programs. Target 20+ case studies and 30+ customer references annually.

Process Improvement and Operational Excellence

• Design and optimize CS processes, playbooks, and SOPs that scale with growth. Implement 4-6 process improvements annually with documented impact.
• Lead evolution of CS technology stack and CDP to ensure data integrity, actionable insights, and seamless integration with sales, marketing, and product systems.
• Establish metrics dashboards with real-time visibility into customer health and team performance. Ensure 95%+ data accuracy and weekly metric availability.
• Identify and eliminate operational bottlenecks through continuous improvement, retrospectives, and feedback loops.
• Develop training and enablement programs. Target new CSM onboarding completion within 30 days with 80%+ competency scores.

International Expansion and Geographic Scaling

• Lead CS strategy for international expansion in Mexico and Latin America with cultural competency and localized approaches. Scale LATAM operations to support 20%+ annual revenue growth.
• Build and manage remote, distributed teams across time zones and geographies with strong processes and communication cadences.
• Navigate diverse regulatory and contractual environments. Maintain 100% compliance with local labor and data privacy regulations.

Qualifications

• Experience: 8+ years in customer success, account management, or related roles in B2B SaaS. Minimum 4+ years in director-level leadership managing 15+ people with multiple supervisory levels. 2+ years managing CSM teams and 2+ years with revenue accountability or expansion metrics ownership.
• Industry Knowledge: Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors strongly preferred. Minimum 3+ years in one of these sectors. Deep understanding of customer lifecycle, SaaS metrics, and renewal/expansion economics.
• Leadership: Proven ability to build, scale, and lead high-performing organizations. Strong track record of recruiting talent, developing leaders, and creating accountability. Must have managed 15+ direct and indirect reports with demonstrated success elevating team performance.
• Strategic Execution: Ability to develop and execute strategies that drive measurable improvements in retention (90%+), NRR (110%+), NPS (45+), and expansion revenue (20%+ growth).
• Global Experience: Demonstrated experience leading geographically distributed teams. Minimum 2+ years managing remote teams. International experience in Mexico or Latin America highly valued.
• Technical and AI Fluency: Comfort with technology, data analytics, and AI/machine learning applications. Ability to quickly learn and champion technologies that enhance customer outcomes.
• Customer-Centric: Committed to customer success and advocacy. Proven ability to balance customer needs with business objectives using data-informed decisions.

Desired Skills and Attributes

• Executive Presence: Communicates with clarity and conviction to all stakeholder levels including C-suite. Inspires teams and drives organizational alignment around customer-centric vision.
• Data-Driven: Proficient in analyzing metrics, extracting insights, and translating data into actionable business decisions. Comfortable with dashboards and analytics platforms.
• Change Agent: Thrives in dynamic environments. Comfortable with ambiguity. Leads organizational change and actively innovates to improve processes and outcomes.
• Talent Developer: Exceptional ability to develop talent and create advancement pathways. Mentors and builds stronger organization.
• Operationally Rigorous: Establishes clear metrics, accountability structures, and continuous improvement processes.
• Manufacturing Acumen: Understanding of manufacturing operations, predictive maintenance, IoT, condition monitoring, and asset-intensive industries. Speaks fluently with manufacturing customers about business outcomes.
• Bilingual: English fluency required. Spanish or other language skills are a plus. Comfort living or working in Mexico or other international markets valued.
• Collaborative: Fosters cross-functional partnerships. Skilled at influencing without direct authority and building consensus.
• Results-Oriented: Ambitious and motivated by impact. Drives accountability and delivers results while maintaining high ethical standards.
  
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