Director of Customer Success

About this role

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.

Position Overview

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 elim

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