VP of Customer Success
At AssetWatch, we are committed to maximizing manufacturing uptime by delivering a proactive condition monitoring experience. Our team of experts shares a common goal: to be the world's leading condition monitoring platform, helping manufacturers eliminate unplanned downtime worldwide.
Position Overview
The Vice President of Customer Success is a senior executive leader who owns the commercial performance of AssetWatch's installed customer base, maximizing long-term customer value through world-class adoption, retention, expansion, and operational excellence. 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 Vice President of Customer Success is expected to build a world-class Customer Success organization capable of supporting a business scaling to $200M+ ARR while maintaining industry-leading retention and customer satisfaction and is responsible to lead a team across multiple levels and regions, 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.
Own the recurring revenue performance of the installed customer base as represented by key performance indicators with direct accountability that are appropriate for the business as it scales: NRR, GRR, churn, expansion revenue growth, NPS, 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.
Establish measurable operating targets appropriate to the business as it evolves and scales.
Present quarterly customer health, retention, and expansion trends to the Executive Leadership Team.
Building and Scaling High-Performing Teams
Recruit and develop exceptional talent, establishing a culture of excellence and accountability.
Build organizational infrastructure to support global scaling across multiple regions, with emphasis on Mexico and EU/UK operations.
Foster a continuous learning culture.
Hold the team accountable to performance standards while maintaining collaboration , and mutual support.
Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes.
AI Integration and Operational Innovation
Reimagine Customer Success as an AI-enabled organization, leveraging automation, predictive intelligence and agentic workflows to materially improve customer outcomes while increasing CSM productivity and scalability:
Lead strategic integration of AI capabilities into CS operations.
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.
Develop and operationalize CS lifecycle frameworks (onboarding, adoption, value realization, renewal, expansion). Target Time-to-Value of 30 days or less
Develop executive relationships with the company’s largest 30-50 enterprise/strategic customers. Personally sponsor strategic recovery plans and drive an Executive Sponsor Program.
Lead initiatives to maximize adoption and ROI of condition monitoring solutions across customer manufacturing operations.
Execute 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
VP Customer Success owns renewal strategy, expansion identification, customer health, while partnering with Sales on commercial negotiations, pricing, strategic/enterprise expansions.
Partner with Sales, Product, Marketing, Engineering, and Operations to ensure seamless handoffs and customer-centric decision-making.
Collaborate on feature prioritization and product roadmap informed by customer feedback.
Collaborate with Sales on renewal forecasting and expansion opportunities.
Own monthly forecasting of renewals, churn, contraction and expansion with forecast accuracy of +/-5%.
Partner with Marketing on retention campaigns, case studies, and reference programs.
Own the post-implementation customer lifecycle, but also be jointly accountable with the implementation leader for achieving rapid time-to-value and a seamless transition.
Process Improvement and Operational Excellence
Run the Customer Success group like an operating business:
Design and optimize CS processes, playbooks, and SOPs that scale with growth.
Lead evolution of CS technology stack and CDP to ensure data integrity, actionable insights, and seamless integration with sales, marketing, and product systems.
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 EU/UK with cultural competency and localized approaches. Scale international operations to support aggressive 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
Proven experience leading Customer Success through rapid scale (approximately $75M-$200M+ ARR) including organizational redesign, systems evolution, customer segmentation, and operating model transformation.
Experience managing a large recurring revenue base through customer lifecycle economics including CAC recovery, expansion efficiency, retention, and customer lifetime value optimization.
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 at scale. Strong track record of recruiting talent, developing leaders, and creating accountability. Must have managed 60+ direct and indirect reports across multiple management layers, with demonstrated success elevating team performance.
Strategic Execution: Ability to develop and execute strategies that drive measurable improvements in retention, NRR, NPS, and expansion revenue.
Global Experience: Demonstrated experience leading geographically distributed teams. Minimum 2+ years managing remote teams. International experience in Mexico, EU/UK 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. Deep understanding of manufacturing personas and ability to speak fluently with manufacturing customers about business outcomes.
Bilingual: English fluency required. Spanish or other language skills are a plus. Comfortable travelling to Mexico or other international markets.
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.
#LI-REMOTE
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.
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.
AssetWatch Salary Range (US)
$220,000—$260,000 USD