Team Lead, Customer Success at AssetWatch

<div class="content-intro"><p><span class="TextRun SCXW22569549 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW22569549 BCX0">AssetWatch</span><span class="NormalTextRun SCXW22569549 BCX0"> 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.</span></span><span class="EOP SCXW22569549 BCX0" data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}">&nbsp;</span></p></div><div class="page"> <div class="layoutArea"> <div class="column"> <p><strong>What's the Opportunity</strong></p> <p>The Customer Success 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. You'll also foster team development, support strategic initiatives, and help shape the future vision of AssetWatch's customer success journey.</p> <p>This role is located in the United States.</p> <p><strong>Team Management &amp; Leadership</strong></p> <ul> <li>Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities.</li> <li>Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities.</li> <li>Conduct regular check-ins, performance reviews, and professional development sessions with team members.</li> <li>Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.</li> <li>Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary.</li> <li>Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction.</li> <li>Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues.</li> <li>Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities.</li> </ul> <p><strong>Cross-Functional Collaboration</strong></p> <ul> <li>Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations.</li> <li>Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features.</li> <li>Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets.</li> </ul> <p><strong>Process Improvement</strong></p> <ul> <li>Help implement tools and processes that increase team efficiency and streamline customer communications and support.</li> <li>Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations.</li> <li>Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role.</li> <li>Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals.</li> <li>Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships.</li> <li>Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities.</li> <li>Fluency in English.</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Experience in the manufacturing industry or with predictive maintenance technology.</li> <li>Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.).</li> <li>Additional language skills beyond English are a plus.</li> </ul> <p>#LI-REMOTE</p> </div> </div> </div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.</p> <p>The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.</p></div><div class="title">AssetWatch Salary Range (US)</div><div class="pay-range"><span>$110,000</span><span class="divider">&mdash;</span><span>$135,500 USD</span></div></div></div><div class="content-conclusion"><div> <div> <div> <div id="message-list_1781717193.869539"> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div><strong>What We Offer:</strong><br>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.</div> <ul> <li>Competitive compensation package including stock options</li> <li>Flexible work schedule</li> <li>Comprehensive benefits including retirement plan match</li> <li>Opportunity to make a real impact every day</li> <li>Work with a dynamic and growing team</li> <li>Unlimited PTO</li> </ul> <div>We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.</div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div id="message-list_bottomSpacer"></div> </div> </div> </div></div>