VP of Customer Success

Job not on LinkedIn

🔥 12 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $220k - $260k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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AssetWatch

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🔧 Hardware

🏭 Manufacturing

SaaS • Hardware • Manufacturing

AssetWatch is an industrial asset condition-monitoring and predictive maintenance platform. It combines hardware sensors (continuous and route-based vibration monitoring, electrical monitoring, oil analysis and connected devices) with SaaS software capabilities — including AI plus human expert review and integrations — to give enterprise operators one view of equipment health. AssetWatch targets industrial/manufacturing customers (chemicals, food & beverage, forestry/building materials, metals, mining, pharmaceuticals, plastics, pulp & paper, water/wastewater) and monitors assets such as pumps, motors, gearboxes, fans, blowers and compressors to reduce downtime and enable predictive maintenance.

📋 Description

• Develop and execute customer success strategy aligned with revenue targets and product roadmap • Own recurring revenue performance of the installed customer base, including NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores • Define customer segmentation and lifecycle models to optimize customer and company ROI • Lead the post-sale organization to drive product adoption, customer experience, and measurable business outcomes • Establish operating targets and present quarterly customer health, retention, and expansion trends to the Executive Leadership Team • Recruit and develop talent while building a culture of excellence and accountability • Build organizational infrastructure for global scaling across multiple regions, especially Mexico and EU/UK operations • Integrate AI into Customer Success operations, including predictive analytics, health scoring, churn prevention, personalized engagement, AI health platforms, ChatGPT, and automated insights engines • Partner with Product and Engineering on AI roadmap and platform integration • Own retention, churn reduction, renewal strategy, expansion identification, and customer health • Develop CS lifecycle frameworks covering onboarding, adoption, value realization, renewal, and expansion, targeting Time-to-Value of 30 days or less • Develop executive relationships with 30-50 largest enterprise/strategic customers and sponsor recovery plans • Execute business reviews, executive sponsor relationships, and customer advisory boards • Partner cross-functionally with Sales, Product, Marketing, Engineering, Operations, and implementation leadership • Own monthly renewal, churn, contraction, and expansion forecasting with +/-5% forecast accuracy • Design scalable CS processes, playbooks, SOPs, technology stack, and CDP • Improve operations through continuous improvement, retrospectives, feedback loops, training, and enablement • Lead international CS expansion in Mexico and EU/UK and manage distributed teams across time zones • Maintain compliance with local labor and data privacy regulations

🎯 Requirements

• Proven experience leading Customer Success through rapid scale, approximately $75M-$200M+ ARR, including organizational redesign, systems evolution, customer segmentation, and operating model transformation • Experience managing a large recurring revenue base through customer lifecycle economics, including CAC recovery, expansion efficiency, retention, and customer lifetime value optimization • Minimum 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors • Deep understanding of customer lifecycle, SaaS metrics, and renewal/expansion economics • Must have managed 60+ direct and indirect reports across multiple management layers • Proven ability to build, scale, and lead high-performing organizations • Ability to develop and execute strategies improving retention, NRR, NPS, and expansion revenue • Minimum 2+ years managing remote teams • Demonstrated experience leading geographically distributed teams • International experience in Mexico, EU/UK highly valued • Comfort with technology, data analytics, and AI/machine learning applications • Proficiency analyzing metrics, dashboards, and analytics platforms • Understanding of manufacturing operations, predictive maintenance, IoT, condition monitoring, and asset-intensive industries • English fluency required • Spanish or other language skills are a plus • Comfortable travelling to Mexico or other international markets • Ability to navigate diverse regulatory and contractual environments and maintain compliance with local labor and data privacy regulations

🏖️ Benefits

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

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