[Hiring] Director of Customer Success @Adaptive Talent

Role Description

The Director of Customer Success will lead and scale Nanoprecise’s global customer success organization, ensuring customers realize measurable business outcomes from our predictive maintenance solutions. This role combines strategic leadership, industrial domain expertise, team building, and operational excellence to drive customer retention, expansion, and advocacy across complex, asset-intensive industries. You will own the full post-sales lifecycle—from deployment and onboarding through value realization, renewal, and growth—while building a world-class, data-driven customer success function.

Key Responsibilities

• Customer Success Strategy & Leadership
  • Define and execute a global customer success strategy aligned with revenue and retention goals
  • Build, mentor, and scale a high-performing team of Customer Success Managers (CSMs) and Condition Monitoring Engineers
  • Enforce and report on KPIs (NRR, churn, adoption, uptime impact, ROI delivery) and operational cadences
  • Foster a customer-centric culture focused on measurable industrial outcomes
  • Drive cross-functional collaboration for the best outcome for our team and our customers
• Customer Lifecycle Ownership
  • Own the end-to-end customer journey: onboarding, implementation, adoption, value realization, renewal, and expansion
  • Ensure successful deployment of IIoT sensors, analytics platform, and integration into customer workflows
  • Standardize onboarding and implementation playbooks for global industrial customers
  • Lead and train CSMs on Executive Business Reviews (QBRs)
• Value Realization & Industrial Impact
  • Translate Nanoprecise insights into quantifiable business value (downtime reduction, energy savings, maintenance cost optimization)
  • Partner with customers’ reliability, maintenance, and operations teams
  • Develop ROI frameworks and success plans tailored to industrial environments
  • Drive adoption of predictive maintenance best practices
• Revenue Retention & Growth
  • Own Net Revenue Retention (NRR), renewals, and expansion targets
  • Identify upsell/cross-sell opportunities across sites, assets, and regions
  • Partner with Sales on account strategy and enterprise expansion
  • Build scalable renewal and expansion processes
• Cross-Functional Collaboration
  • Act as the voice of the customer to Product, Engineering, and Data Science teams
  • Influence product roadmap based on field insights and industrial use cases
  • Partner with Marketing on customer advocacy, case studies, and references
  • Align closely with Sales on handoffs and account growth
• Data, Analytics & Operational Excellence
  • Build customer health scoring models and predictive churn indicators
  • Use data to drive proactive engagement and continuous improvement
  • Develop dashboards tracking adoption, asset coverage, and value delivery
  • Scale processes for global deployments and multi-site customers
• Global Customer Engagement
  • Engage with enterprise customers across manufacturing, energy, and heavy industry
  • Support complex, multi-site deployments across regions
  • Travel (20–40%) for strategic customer engagement and site visits
  • Navigate diverse regulatory and operational environments

Qualifications

• 10+ years in Customer Success, Account Management, or Post-Sales leadership
• 5+ years leading global teams in SaaS, IoT, or industrial technology
• Proven track record of driving retention, expansion, and customer ROI
• Strong understanding of Industrial IoT (IIoT)
• Predictive maintenance / reliability engineering
• Rotating equipment (motors, pumps, gearboxes, etc.)
• Experience working with manufacturing, energy, or heavy industry customers
• Strategic thinker with strong execution capability
• Experience scaling CS teams and building processes from early-stage to growth
• Excellent executive communication and stakeholder management skills
• Data-driven mindset with strong analytical skills
• Ability to operate in a fast-paced, global startup environment

Preferred Qualifications

• Background in engineering (mechanical, electrical, or industrial)
• Experience with AI/ML-driven products
• Familiarity with asset reliability standards (e.g., ISO, condition monitoring)
• Experience with global enterprise accounts

Key Success Metrics

• Net Revenue Retention (NRR)
• Gross & Net Churn
• Customer ROI (downtime reduction, cost savings)
• Product adoption and asset coverage
• Customer satisfaction (NPS/CSAT)
• Expansion revenue

Why This Role Matters

Customer Success at Nanoprecise is mission-critical—it directly impacts customer outcomes, sustainability goals, and revenue growth. This role bridges advanced AI technology and real-world industrial impact, ensuring customers achieve measurable transformation.