Customer Success Manager

About the Role 

At AssetWatch, our Customer Success Managers are strategic advisors who help manufacturers transform the way they approach reliability and maintenance. This role is about much more than managing customer relationships. It is about helping customers achieve measurable business outcomes through the successful adoption of our predictive maintenance solutions. 

As a Customer Success Manager, you will own a portfolio of manufacturing customers from implementation through long-term success. You will partner with maintenance and reliability leaders to develop strategies that maximize the value of AssetWatch while building trusted relationships at every level of the organization. 

Working closely with Sales, Condition Monitoring, Hardware Support, and Product teams, you will advocate for your customers, drive adoption, improve retention, and identify expansion opportunities for continued growth. 

What You Will Do 

• Own a portfolio of manufacturing customers and build trusted relationships with users, site leaders, and executive stakeholders.
• Develop a deep understanding of each customer's business objectives, maintenance strategy, operational challenges, and success metrics.
• Create and execute customer Success Plans that define business goals, adoption strategies, key milestones, and measurable outcomes.
• Monitor customer health using adoption metrics, engagement data, and business outcomes to proactively identify risks and opportunities.
• Lead Business Reviews that demonstrate business value, communicate progress, and align on future objectives.
• Partner with Sales, Product, Condition Monitoring, and Support to deliver an exceptional customer experience and remove obstacles to success.
• Partner with Sales to identify and advance expansion opportunities, with direct accountability for commercial outcomes within your portfolio.
• Manage customer issues with urgency, professionalism, and accountability while maintaining trust and confidence.
• Maintain accurate account plans, customer health data, and forecasting within Salesforce and other customer success tools.
• Consistently achieve customer retention, expansion, and adoption goals. 

Qualifications

• Five or more years of experience in Customer Success, Strategic Account Management, Consulting, or a similar customer-facing role within a B2B technology company.
• Experience working with manufacturing, industrial, reliability, maintenance, or operations teams is strongly preferred.
• Proven ability to build trusted relationships with executive leaders and cross-functional customer teams.
• Experience consulting with customers to solve complex business challenges and deliver measurable business outcomes.
• Demonstrated success developing and executing strategic Success Plans that improve adoption, retention, and customer value.
• Strong business acumen with the ability to connect technology solutions to operational and financial results.
• Experience leading Executive or Quarterly Business Reviews with senior customer stakeholders.
• A data-driven mindset with the ability to interpret customer health metrics and proactively mitigate risk.
• A track record of achieving or exceeding customer retention, renewal, and expansion goals.
• Experience with Salesforce and Customer Success platforms.
• Outstanding communication, presentation, and active listening skills.
• Excellent organizational skills with the ability to prioritize effectively in a fast-paced environment.
• A passion for continuous learning, improvement, and delivering exceptional customer experiences.
• Willingness to travel to customer sites as needed, typically 3 times per quarter. 

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