Customer Success Manager

About the role

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.

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 AssetWatch 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.

Responsibilities

• 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 AssetWatch 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

Pay

The base salary range for this full-time position is $95,000—$112,000 USD, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.

Schedule

This role involves up to 15 - 20% domestic travel, primarily for client meetings and industry events. This role is located in the United States. Collaboration within core working hours is required.

Benefits

• 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