Team Lead, Customer Success

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.

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.

Pay

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.

AssetWatch Salary Range (US)

• $110,000 - $135,500 USD

Benefits

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