VP of Customer Success - AssetWatch

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.

Position Overview

The Vice President of Customer Success is a senior executive leader who owns the commercial performance of AssetWatch's installed customer base, maximizing long-term customer value through world-class adoption, retention, expansion, and operational excellence. This position plays a critical role in shaping AssetWatch's post-sale strategy and market position, with direct accountability for customer outcomes, team performance, and enterprise-wide customer-centric initiatives.

The VP of Customer Success is expected to build a world-class Customer Success organization capable of supporting a business scaling to $200M+ ARR while maintaining industry-leading retention and customer satisfaction, leading a team across multiple levels and regions.

Key Responsibilities

Strategic Vision and Organizational Leadership

• Develop and execute customer success strategy aligned with revenue targets and product roadmap.
• Own recurring revenue performance indicators: NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores.
• Define customer segmentation and lifecycle models that optimize value realization and ROI.
• Lead the post-sale organization to drive product adoption, customer experience excellence, and measurable business outcomes.
• Present quarterly customer health, retention, and expansion trends to the Executive Leadership Team.

Building and Scaling High-Performing Teams

• Recruit and develop exceptional talent, establishing a culture of excellence and accountability.
• Build organizational infrastructure to support global scaling across multiple regions, emphasizing Mexico and EU/UK operations.
• Hold the team accountable to performance standards while maintaining collaboration and mutual support.

AI Integration and Operational Innovation

• Reimagine Customer Success as an AI-enabled organization, leveraging automation, predictive intelligence, and agentic workflows.
• Champion AI adoption for predictive analytics, health scoring, churn prevention, and personalized engagement.
• Evaluate and implement AI-powered CS tools, ChatGPT integration, and automated insights engines.
• Partner with Product and Engineering to ensure customer feedback informs the AI roadmap.

Customer Outcomes and Growth

• Own gross and net revenue retention targets and churn reduction initiatives.
• Develop and operationalize CS lifecycle frameworks (onboarding, adoption, value realization, renewal, expansion) targeting Time-to-Value of 30 days or less.
• Develop executive relationships with the company’s largest 30-50 enterprise/strategic customers.
• Target quarterly executive reviews for 100% of top 20 accounts.

Cross-Functional Leadership and Alignment

• Partner with Sales on commercial negotiations, pricing, strategic/enterprise expansions, and renewal forecasting.
• Partner with Product, Marketing, Engineering, and Operations to ensure seamless handoffs and customer-centric decision-making.
• Own monthly forecasting of renewals, churn, contraction, and expansion with forecast accuracy of +/-5%.

International Expansion and Geographic Scaling

• Lead CS strategy for international expansion in Mexico and EU/UK with cultural competency and localized approaches.
• Build and manage remote, distributed teams across time zones and geographies.

Qualifications

• Proven experience leading Customer Success through rapid scale (approximately $75M-$200M+ ARR).
• Experience managing a large recurring revenue base through customer lifecycle economics.
• Minimum 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors.
• Proven ability to build, scale, and lead high-performing organizations, having managed 60+ direct and indirect reports across multiple management layers.
• Demonstrated experience leading geographically distributed teams (minimum 2+ years managing remote teams).
• Comfort with technology, data analytics, and AI/machine learning applications.

What We Offer

• 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