[Hiring] Vice President of Customer Success @AssetWatch

Role Description

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.

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.
  • 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.
  • 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).
  • Develop executive relationships with the company’s largest 30-50 enterprise/strategic customers.
  • 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.
• Cross-Functional Leadership and Alignment
  • Own renewal strategy, expansion identification, customer health, while partnering with Sales on commercial negotiations.
  • 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.
  • 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.
• 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.
  • Identify and eliminate operational bottlenecks through continuous improvement, retrospectives, and feedback loops.
  • Develop training and enablement programs.
• International Expansion and Geographic Scaling
  • Lead CS strategy for international expansion in Mexico and EU/UK with cultural competency and localized approaches.
  • Build and manage remote, distributed teams across time zones and geographies.
  • Navigate diverse regulatory and contractual environments.

Qualifications

• Proven experience leading Customer Success through rapid scale (approximately $75M-$200M+ ARR).
• Experience managing a large recurring revenue base through customer lifecycle economics.
• Industry Knowledge: Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors strongly preferred.
• Leadership: Proven ability to build, scale, and lead high-performing organizations at scale.
• Strategic Execution: Ability to develop and execute strategies that drive measurable improvements.
• Global Experience: Demonstrated experience leading geographically distributed teams.
• Technical and AI Fluency: Comfort with technology, data analytics, and AI/machine learning applications.
• Customer-Centric: Committed to customer success and advocacy.

Desired Skills and Attributes

• Executive Presence: Communicates with clarity and conviction to all stakeholder levels.
• Data-Driven: Proficient in analyzing metrics, extracting insights, and translating data into actionable business decisions.
• Change Agent: Thrives in dynamic environments and leads organizational change.
• Talent Developer: Exceptional ability to develop talent and create advancement pathways.
• Operationally Rigorous: Establishes clear metrics, accountability structures, and continuous improvement processes.
• Manufacturing Acumen: Understanding of manufacturing operations and predictive maintenance.
• Bilingual: English fluency required; Spanish or other language skills are a plus.
• Collaborative: Fosters cross-functional partnerships and builds consensus.
• Results-Oriented: Ambitious and motivated by impact.

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 $220,000 - $260,000 USD, plus equity and benefits. Individual pay is determined by work location and additional factors.