VP of Customer Success

AssetWatch, Inc.

7d•$220,000 - $260,000•Remote

About The Position

The Vice President of Customer Success is a senior executive leader responsible for the commercial performance of AssetWatch’s installed customer base, maximizing long-term customer value through adoption, retention, expansion, and operational excellence. The role shapes post-sale strategy and market position, with accountability for customer outcomes, team performance, and enterprise-wide customer-centric initiatives. The VP is expected to build a Customer Success organization that can support a business scaling to $200M+ ARR while maintaining strong retention and customer satisfaction, leading teams across multiple levels and regions and embedding AI-powered solutions and best practices. The position owns recurring revenue performance for the installed base, including retention, churn, expansion, customer health, and related operating targets. It leads lifecycle strategy and programs from onboarding through renewal and expansion, develops executive relationships with major strategic customers, and partners across the company to align customer feedback, product development, and commercial execution. The role also scales processes, systems, and distributed international operations, with particular emphasis on Mexico and EU/UK markets. AssetWatch is a remote-first company. The distributed team works remotely across the United States and Ontario, Canada, with collaboration required during core working hours. The position offers a base salary of $220,000–$260,000 USD, plus equity and benefits; variable pay, bonuses, and other cash compensation are discussed during the interview process. Individual pay depends on work location and job-related factors.

Requirements

Experience leading Customer Success through rapid scale, approximately $75M–$200M+ ARR, including organizational redesign, systems evolution, customer segmentation, and operating model transformation.
Experience managing a large recurring revenue base through customer lifecycle economics, including CAC recovery, expansion efficiency, retention, and customer lifetime value optimization.
At least 3 years of experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or a similar B2B sector.
Deep understanding of customer lifecycle, SaaS metrics, and renewal and expansion economics.
Proven ability to build, scale, and lead high-performing organizations; recruit talent, develop leaders, and establish accountability.
Must have managed 60+ direct and indirect reports across multiple management layers, with demonstrated success elevating team performance.
Ability to develop and execute strategies that produce measurable improvements in retention, NRR, NPS, and expansion revenue.
Demonstrated experience leading geographically distributed teams, including at least 2 years managing remote teams.
Comfort with technology, data analytics, and AI/machine learning applications, and ability to learn and champion technologies that enhance customer outcomes.
Customer-focused approach and ability to balance customer needs with business objectives using data-informed decisions.
Fluent English is required.
Ability to travel to Mexico or other international markets.
Strong executive communication and presence, including the ability to communicate with C-suite stakeholders and align teams around a customer-centric vision.
Ability to analyze metrics, extract insights, and translate data into business decisions; comfortable with dashboards and analytics platforms.
Ability to lead change, operate in dynamic environments, handle ambiguity, and improve processes and outcomes.
Ability to develop talent, mentor employees, and create advancement pathways.
Ability to establish clear metrics, accountability structures, and continuous improvement processes.
Strong collaboration and influencing skills, including building consensus and working across functions without direct authority.
Results-oriented, ethical approach to driving accountability and delivering impact.

Nice To Haves

Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors is strongly preferred.
International experience in Mexico or EU/UK is highly valued.
Spanish or other language skills are a plus.
Understanding of manufacturing operations, predictive maintenance, IoT, condition monitoring, and asset-intensive industries; familiarity with manufacturing personas and customer business outcomes.

Responsibilities

Develop and execute Customer Success strategy aligned with revenue targets and the product roadmap.
Own recurring revenue performance for the installed customer base, including NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores.
Define customer segmentation and lifecycle models that optimize value realization and ROI for customers and AssetWatch.
Lead the post-sale organization to drive product adoption, customer experience, and measurable business outcomes.
Establish measurable operating targets and present quarterly customer health, retention, and expansion trends to the Executive Leadership Team.
Recruit and develop talent, establish a culture of excellence and accountability, and build organizational infrastructure to support scaling across regions.
Foster continuous learning, collaboration, mutual support, and high performance standards across the team.
Integrate AI capabilities into Customer Success operations, including predictive analytics, health scoring, churn prevention, personalized engagement, and automation.
Evaluate and implement AI-powered Customer Success tools, such as AI health platforms, ChatGPT integration, and automated insights engines.
Partner with Product and Engineering so customer feedback informs the AI roadmap and platform integration.
Own gross and net revenue retention targets and churn reduction initiatives.
Develop and operationalize Customer Success lifecycle frameworks covering onboarding, adoption, value realization, renewal, and expansion, targeting time-to-value of 30 days or less.
Build executive relationships with the 30–50 largest enterprise and strategic customers, sponsor recovery plans, and lead an Executive Sponsor Program.
Lead initiatives to maximize adoption and ROI of condition monitoring solutions across customer manufacturing operations.
Run business reviews, executive sponsor relationships, and customer advisory boards, targeting quarterly executive reviews for all top 20 accounts.
Own renewal strategy, expansion identification, and customer health while partnering with Sales on commercial negotiations, pricing, and strategic or enterprise expansions.
Partner with Sales, Product, Marketing, Engineering, and Operations on customer handoffs and customer-centric decisions; collaborate on feature prioritization and the product roadmap.
Collaborate with Sales on renewal forecasting and expansion opportunities; own monthly forecasts for renewals, churn, contraction, and expansion with forecast accuracy of +/-5%.
Partner with Marketing on retention campaigns, case studies, and reference programs.
Own the post-implementation customer lifecycle and share accountability with the implementation leader for rapid time-to-value and a seamless transition.
Design and optimize Customer Success processes, playbooks, and SOPs to scale with growth.
Evolve the Customer Success technology stack and CDP to support data integrity, actionable insights, and integration with sales, marketing, and product systems.
Identify and remove operational bottlenecks through continuous improvement, retrospectives, and feedback loops.
Develop training and enablement programs, targeting new CSM onboarding completion within 30 days and competency scores of 80% or higher.
Lead Customer Success strategy for international expansion in Mexico and EU/UK, using culturally competent and localized approaches.
Build and manage remote, distributed teams across time zones and geographies with effective processes and communication cadences.
Navigate diverse regulatory and contractual environments and maintain compliance with local labor and data privacy regulations.