客户成功团队负责人
Team Lead, Customer Success
AssetWatch通过提供无与伦比的设备状态监测体验，为全球制造商提供制造系统持续运行的支持，我们致力于关心客户每天所关注的资产。我们是一个专注且有能力的团队，包括世界知名的工程师和杰出的商业领袖，他们因一个共同目标而团结——打造预测性维护的未来。在我们进入快速发展的下一阶段时，我们正在寻找能够带领这一旅程的人才。
**职位机会**
客户成功团队负责人是一个战略性的、亲力亲为的职位，负责管理并指导客户成功经理（CSM）团队。该职位在扩大我们的客户成功职能并确保顶级服务交付方面发挥关键作用，重点在于客户留存、增长和满意度。你还将促进团队发展，支持战略举措，并帮助塑造AssetWatch客户成功旅程的未来愿景。
该职位位于美国。
**团队管理与领导**
- 监督、指导和发展客户成功经理团队，专注于最佳实践、账户策略和增长机会。
- 推动团队内部的职业发展，确保每位CSM都有清晰的发展路径和定期的专业成长机会。
- 与团队成员进行定期检查、绩效评估和职业发展会议。
- 监控关键客户成功指标（如NPS、留存率和账户健康度），在需要时识别并实施纠正措施。
- 支持团队成员在合同续约和升级销售/交叉销售计划中发挥作用，必要时协助处理升级问题。
- 与客户成功总监合作，实施并不断优化流程、操作手册和标准操作程序，以提高团队效率和客户满意度。
- 指导CSM推动良好的账户健康状况，主动识别风险并实施解决方案以应对潜在问题。
- 引导团队定期进行业务评审和战略规划会议，与客户目标保持一致并发现增长机会。
**跨职能协作**
- 与产品、工程和销售团队紧密合作，持续交付价值并满足客户需求和期望。
- 与产品团队合作，提供以客户为中心的反馈，优先处理请求，并支持新功能的推出。
- 与市场和销售团队合作，对客户目标达成一致
查看英文原文
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.
**What's the Opportunity**
The Customer Success Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). 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. You'll also foster team development, support strategic initiatives, and help shape the future vision of AssetWatch's customer success journey.
This role is located in the United States.
**Team Management & Leadership**
- 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.
**Cross-Functional Collaboration**
- 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.
**Process Improvement**
- 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.
**Qualifications**
- 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.
**Preferred Qualifications**
- 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.
#LI-REMOTE
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
AssetWatch Salary Range (US)
$110,000—$135,500 USD
**What We Offer:**
AssetWatch is a remote-first company that puts people at the center of everything we do. 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.
- 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
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.