Note: The job is a remote job and is open to candidates in USA. AssetWatch is a company that powers manufacturing uptime through condition monitoring solutions. The Customer Success Team Lead is responsible for managing a team of Customer Success Managers, focusing on client retention, growth, and satisfaction while fostering team development and supporting strategic initiatives.
Responsibilities
- Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities
- Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities
- Conduct regular check-ins, performance reviews, and professional development sessions with team members
- Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed
- Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary
- Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction
- Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues
- Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities
- Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations
- Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features
- Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets
- Help implement tools and processes that increase team efficiency and streamline customer communications and support
- Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations
- Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management
Skills
- 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role
- Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals
- Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships
- Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities
- Fluency in English
- Experience in the manufacturing industry or with predictive maintenance technology
- Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.)
- Additional language skills beyond English are a plus
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
Company Overview