- Expérience
- 4 ans et plus
- Salaire
- USD 110,000 – USD 135,500 / year
- Ouvertures
- 1
- Publié
- il y a 8 heures
- Mode de travail
- Travaillez à domicile
- CV
- Candidature requise
Description de l'emploi
About AssetWatch
AssetWatch empowers manufacturers worldwide by delivering superior condition monitoring solutions aimed at maximizing operational uptime. Our team is composed of distinguished engineers and business leaders focused on pioneering the future of predictive maintenance.
Role Overview
We are seeking a Customer Success Team Lead to strategically oversee and mentor a team of Customer Success Managers (CSMs). This critical leadership role centers on scaling the customer success operations, ensuring exceptional service quality, fostering client retention, growth, and satisfaction, and contributing to the long-term vision of our customer success initiatives. The position is based in the United States and supports a remote work model.
Key Responsibilities
- Lead, mentor, and guide CSMs by advocating best practices, developing account strategies, and identifying growth prospects.
- Facilitate career development pathways and professional growth opportunities for team members, including regular performance evaluations and check-ins.
- Track essential customer success metrics like Net Promoter Score, retention rates, and account health, taking proactive measures to address any issues.
- Assist in managing contract renewals and upsell or cross-sell endeavors while handling escalations as needed.
- Partner with the Director of Customer Success to refine and implement processes, playbooks, and standard operating procedures that improve efficiency and client satisfaction.
- Coach CSMs to maintain strong account health by identifying risks early and deploying effective solutions.
- Drive regular business reviews and strategic planning sessions aligned with clients’ objectives to uncover growth opportunities.
- Collaborate extensively with Product, Engineering, Sales, and Marketing teams to align customer-focused initiatives, prioritize enhancements, and support revenue targets.
- Contribute to enhancing team productivity by implementing new tools and streamlining customer communication workflows.
- Engage in projects aimed at elevating customer experiences, improving account management, and scaling success functions.
- Help design and develop customer resources and documentation to optimize onboarding and ongoing training.
Qualifications
- Minimum 4 years in customer success, account management, or related roles, with at least 2 years in a leadership or supervisory capacity.
- Demonstrated skill in leading and inspiring customer success teams to consistently achieve business goals.
- Proven success in driving customer retention and expansion through strong relationship-building.
- Excellent organizational and project management capabilities, balancing individual client focus with broader team leadership duties.
- Proficiency in English is required.
Preferred Experience
- Background in manufacturing or predictive maintenance sectors.
- Experience using CRM software, especially Salesforce, and remote collaboration tools such as Zoom and Slack.
- Additional language proficiency is advantageous.
Compensation and Benefits
The base salary for this full-time role ranges from $110,000 to $135,500 USD, complemented by equity options and additional benefits. Variable compensation including bonuses may be offered based on performance and discussed during interviews.
AssetWatch is an employee-centric remote-first company committed to supporting well-being, growth, and work-life balance, offering:
- Competitive salary with stock option opportunities
- Flexible scheduling
- Comprehensive benefits including a retirement plan with employer match
- Unlimited paid time off
- The chance to effect meaningful impact daily
- A collaborative, expanding team
Work Environment
Our distributed team operates remotely across the U.S. and Ontario, Canada, requiring coordination during core working hours.