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Customer Success Manager

United States

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:

We're growing FAST and seeking a Customer Success Manager to become a trusted advisor to customers and own the success of the partnership. You will help demonstrate the value for our customers and be their go-to contact, advocating and facilitating successful customer outcomes throughout the broader Asset Watch organization. To succeed in this role, you will need to focus on customer objectives, be a team player, have outstanding collaboration skills and the ability to think critically. You must be able to manage shifting business demands and be able to prioritize tasks appropriately. 

  • Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction  
  • Acquire a deep knowledge of company products and value proposition  
  • Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk 
  • Develop and present strategic success plans that clearly deliver on customer expectations  
  • Be highly organized with strong CRM and territory management skills  
  • Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria  
  • Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience  
  • Facilitate Asset Watch customer onboarding, training, and initial user setup 
  • Meet retention and sales targets on a quarterly basis 

 

Qualifications: 

  • 4+ years in account management or customer success   
  • 2+ years' experience selling additional products and services to existing accounts   
  • Experience with CRM platforms (Salesforce strongly preferred)    
  • Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms   
  • Strong active listening skills with a desire and knowledge to understand and solve for customer needs    
  • Experience strategically consulting customers, creating success plans, and achieving their desired outcomes   
  • History of exceeding retention and expansion quotas  
  • Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement 
  • Ability to multi-task, prioritize and manage time effectively 
  • Exceptional organizational skills; be results-oriented with a bias for action 
  • Must embrace a culture of accountability 
  • Work autonomously with minimal supervision 
  • Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner 
  • Strong collaborator who can build trust and contribute to the success of the team 
  • Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed 
  • Professional appearance, excellent communication skills and professional conduct 

 

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. 

 

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