Customer Success Manager
AssetWorks Inc•United States - Pennsylvania, PA
•Remote
About The Position
AssetWorks is an industry-leading provider of technology and consulting solutions for asset and infrastructure-intensive organizations in government, education, utilities, telecommunications, public transportation and the commercial sector. Our market leading suite of Enterprise Asset Management (EAM) software solutions and professional consulting services enable organizations to improve asset management and maintenance practices, streamline operations, and improve accountability for mission-critical assets.
Requirements
- Strong understanding of customer success principles and best practices.
- Excellent communication, interpersonal, and presentation skills.
- Ability to build and maintain strong relationships with customers.
- Proficiency in using customer success platforms and CRM software.
- Analytical skills to interpret customer health signals and data.
- Problem-solving skills to manage and resolve complex customer issues.
- Ability to collaborate effectively with internal teams.
- Experience in the technology or software industry.
- Familiarity with Enterprise Asset Management (EAM) concepts is a plus.
Nice To Haves
- Experience with AI tools for customer insights.
- Familiarity with Net Promoter Score (NPS) surveys.
- Experience in government, education, utilities, telecommunications, or commercial sectors.
Responsibilities
- Own and advocate for the overall success of assigned AssetWorks customers, helping them realize value from AssetWorks products, services, and partnership.
- Develop a strong understanding of each customer’s business processes, workflows, goals, risks, and forecasted needs.
- Build and maintain knowledge of AssetWorks products to clearly articulate solution value, adoption opportunities, and best-practice recommendations.
- Monitor, interpret, and act on customer health signals in ClientSuccess, including success plan progress, adoption trends, open risks, and customer engagement.
- Utilize approved AI tools and team-standard templates to improve customer insights, streamline follow-up, and support consistent preparation for customer meetings and business reviews.
- Conduct regular business reviews with assigned customers, leveraging standard CSM tools, templates, success plans, and account health data to drive alignment, document outcomes, and identify growth or risk opportunities.
- Lead regular customer success planning discussions to review progress, address barriers, document next steps, and keep customers aligned to measurable outcomes.
- Ensure customers continue to view AssetWorks as a long-term partner by proactively supporting satisfaction, value realization, retention, and renewal readiness.
- Support sales organizational performance targets by identifying back-to-base growth opportunities, surfacing upsell potential, and partnering on renewal-cycle strategy.
- Demonstrate the value of new releases and product capabilities, guiding customers through adoption opportunities and upgrade planning where appropriate.
- Lead the management and remediation of complex or critical customer situations, coordinating internal resources to drive timely and effective resolution.
- Partner with Sales, Account Management, Customer Care, Professional Services, Product Management, Development, and other internal teams to align customer needs with success strategies and solution recommendations.
- Maintain clear customer portfolio documentation, including key activities, risks, priorities, outcomes, and cross-functional communication needs.
- Deploy and support bi-annual Net Promoter Score (NPS) surveys to assess customer sentiment and identify opportunities to strengthen the customer experience.
- Manage issue logs and customer priorities, ensuring critical information is communicated clearly to the appropriate AssetWorks teams.
- Organize and lead customer status meetings and on-site engagements as needed to support relationship management, adoption, and strategic alignment.
Benefits
- Generous Paid Time Off
- 11 Paid Holidays
- Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
- 401k with employer match which immediately vests
- Annual Company Bonus
- Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
- Tuition Reimbursement Program
- Employee rewards and recognition programs
- Optional Employee Stock Purchase Program with company match
- Pet insurance
- Employee Discount Platform discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
- Referral bonuses
- Employee engagement events
- Flexible remote work arrangements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
