AssetWatch, Inc.
Team Lead, Customer Success
United States · Full-time
Sponsorship not specified$110k-$136kDetected 22 days ago
Project ManagementSalesforceCRMAccount ManagementProcess ImprovementPerformance ManagementCustomer SuccessLeadershipCommunicationCollaboration
About the role
- This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction.
- This role is located in the United States.
- The salary range was determined by role, level, and location.
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.
- 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.
- 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.
- Help implement tools and processes that increase team efficiency and streamline customer communications and support.
- Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management.
Requirements
- 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role.
- Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities.
- Collaboration within core working hours is required.
- 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.
- Fluency in English.
Nice to have
- Experience in the manufacturing industry or with predictive maintenance technology.
- Additional language skills beyond English are a plus.
- Opportunity to make a real impact every day
Compensation
- Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets.
Benefits
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- We want our team members to thrive - that's why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.
- Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues.
Company info
- AssetWatch is a remote-first company that puts people at the center of everything we do.
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This listing is sourced directly from AssetWatch, Inc.'s careers page and normalized into a canonical job model.