[Hiring] Director of Customer Success @AssetWatch

Role Description

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.

Key Responsibilities

• Strategic Vision and Organizational Leadership
  • 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.
• Building and Scaling High-Performing Teams
  • 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.
• AI Integration and Operational Innovation
  • 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.
• Customer Outcomes and Growth
  • 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.
• Cross-Functional Leadership and Alignment
  • 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.
• Process Improvement and Operational Excellence
  • 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.
• International Expansion and Geographic Scaling
  • 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.

Qualifications

• 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.

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. 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.

Benefits

• Competitive compensation package including stock options
• Flexible work schedule
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO

Salary Range

The base salary range for this full-time position is $160,000 - $194,000 USD, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.