Director of Customer Success

AssetWatch 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.

The Director of Customer Success is a strategic leadership role responsible for building, scaling, and directing the customer success organization to drive sustainable revenue growth, customer retention, and expansion. 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 Director will lead a team of up to 20 or more Customer Success Managers and Leads across multiple levels, ensuring consistent delivery of world-class service, driving product adoption, and embedding AI-powered solutions and best practices throughout the organization.

• Develop and execute customer success strategy aligned with revenue targets and product roadmap, focusing on NRR, GRR, retention, and expansion revenue.
• Own key performance indicators with direct accountability: NRR (110%+ minimum), retention (95%+), churn (under 5% annually), expansion revenue growth (20%+ year over year), NPS (45+ minimum), 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.

• Recruit and develop exceptional talent, establishing a culture of excellence and accountability. Target turnover under 15% annually and 40%+ internal promotion rate for leadership roles.
• Build organizational infrastructure to support scaling across multiple regions, with emphasis on Mexico and Latin America operations.
• Develop strong leadership bench with clear career pathways. Maintain 2-3 identified successors for key roles.
• Foster continuous learning culture. Target 10+ training hours per CSM annually.
• Hold team accountable to performance standards while maintaining psychological safety, collaboration, and mutual support.
• Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes.

• Lead strategic integration of AI capabilities into CS operations. Target 100% adoption across CS tools and 20%+ improvement in CSM productivity within 18 months.
• 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.

• Own gross and net revenue retention targets and churn reduction initiatives. Target 10-15% annual churn reduction and 20% expansion revenue growth year over year.
• Develop and operationalize CS lifecycle frameworks (onboarding, adoption, value realization, renewal, expansion). Target Time-to-Value of 30 days or less and first-year GRR of 90%+.
• Manage strategic account relationships and escalations for high-value accounts. Maintain direct visibility into at-risk accounts and drive proactive intervention.
• Lead initiatives to maximize adoption and ROI of condition monitoring solutions across customer manufacturing operations.
• Establish and monitor CS programs including Business Reviews, executive sponsor relationships, and customer advisory boards. Target quarterly executive reviews for 100% of top 20 accounts.

• Partner with Sales, Product, Marketing, Engineering, and Operations to ensure seamless handoffs and customer-centric decision-making.
• Serve as voice of the customer to executive leadership. Present quarterly customer health and success metrics to leadership. Provide market trend insights and recommendations.
• Collaborate on feature prioritization and product roadmap informed by customer feedback. Input from minimum 50% of customer base quarterly.
• Work with Sales on renewal forecasting and expansion opportunities. Participate in monthly pipeline reviews with plus or minus 10% forecast accuracy.
• Partner with Marketing on retention campaigns, case studies, and reference programs. Target 20+ case studies and 30+ customer references annually.

• Design and optimize CS processes, playbooks, and SOPs that scale with growth. Implement 4-6 process improvements annually with documented impact.
• Lead evolution of CS technology stack and CDP to ensure data integrity, actionable insights, and seamless integration with sales, marketing, and product systems.
• Establish metrics dashboards with real-time visibility into customer health and team performance. Ensure 95%+ data accuracy and weekly metric availability.
• 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.

• Lead CS strategy for international expansion in Mexico and Latin America with cultural competency and localized approaches. Scale LATAM operations to support 20%+ 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.

• Experience: 8+ years in customer success, account management, or related roles in B2B SaaS. Minimum 4+ years in director-level leadership managing 15+ people with multiple supervisory levels. 2+ years managing CSM teams and 2+ years with revenue accountability or expansion metrics ownership.
• 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. Strong track record of recruiting talent, developing leaders, and creating accountability. Must have managed 15+ direct and indirect reports with demonstrated success elevating team performance.
• Strategic Execution: Ability to develop and execute strategies that drive measurable improvements in retention (90%+), NRR (110%+), NPS (45+), and expansion revenue (20%+ growth).
• Global Experience: Demonstrated experience leading geographically distributed teams. Minimum 2+ years managing remote teams. International experience in Mexico or Latin America 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.

• 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. Speaks fluently with manufacturing customers about business outcomes.
• Bilingual: English fluency required. Spanish or other language skills are a plus. Comfort living or working in Mexico or other international markets valued.
• 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.