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.

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