01Overview
Note: The job is a remote job and is open to candidates in USA. AssetWatch is a company focused on powering manufacturing uptime through condition monitoring. They are seeking a Customer Success Team Lead to manage and guide a team of Customer Success Managers, ensuring top-tier service delivery and client satisfaction while supporting team development and strategic initiatives.ResponsibilitiesSupervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunitiesDrive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunitiesConduct regular check-ins, performance reviews, and professional development sessions with team membersMonitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when neededSupport team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessaryCollaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfactionCoach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issuesGuide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunitiesCollaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectationsPartner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new featuresWork with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targetsHelp implement tools and processes that increase team efficiency and streamline customer communications and supportContribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operationsActively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account managementSkills4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory roleProven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goalsTrack record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationshipsStrong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilitiesFluency in EnglishExperience in the manufacturing industry or with predictive maintenance technologyFamiliarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.)Additional language skills beyond English are a plusBenefitsStock optionsFlexible work scheduleComprehensive benefits including retirement plan matchOpportunity to make a real impact every dayWork with a dynamic and growing teamUnlimited PTOCompany OverviewManufacturing facilities face common challenges including stressed equipment, unplanned downtime, and strained personnel. It was founded in 2014, and is headquartered in Westerville, Ohio, USA, with a workforce of 201-500 employees. Its website is https://www.assetwatch.com/.
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