VP of Customer Success

At AssetWatch, we are committed to maximizing manufacturing uptime by delivering a proactive condition monitoring experience. Our team of experts shares a common goal: to be the world's leading condition monitoring platform, helping manufacturers eliminate unplanned downtime worldwide. 

Position Overview 

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 and is responsible to lead a team across multiple levels and regions, 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. 

• Own the recurring revenue performance of the installed customer base as represented by key performance indicators with direct accountability that are appropriate for the business as it scales: NRR, GRR, churn, expansion revenue growth, NPS, 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. 

• 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 to materially improve customer outcomes while increasing CSM productivity and scalability: 

• 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). Target Time-to-Value of 30 days or less  

• Develop executive relationships with the company’s largest 30-50 enterprise/strategic customers.  Personally sponsor strategic recovery plans and drive an Executive Sponsor Program. 

• 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. Target quarterly executive reviews for 100% of top 20 accounts.