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Director of Customer Success

9 hours, 12 minutes ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
IoT Machine Learning
Apply Now
AssetWatch®

AssetWatch®

AssetWatch® is a leading provider of predictive maintenance solutions for industrial plants. Their cloud-based software enables proactive detection and resolution of machine issues, reducing downtime and increasing plant reliability. By combining vibra...

Construction & Engineering
51-250
Founded 2014
View All Jobs 21

Description

  • Develop and execute customer success strategy aligned with revenue targets, product roadmap, retention, and expansion goals.
  • Lead and scale a customer success organization of up to 20 or more managers and leads across regions.
  • Own customer success metrics including NRR, GRR, churn, expansion revenue, NPS, and customer health.
  • Design customer segmentation, lifecycle frameworks, onboarding, adoption, renewal, and expansion programs.
  • Integrate AI into customer success operations, including predictive analytics, health scoring, churn prevention, and automated insights.
  • Manage strategic accounts, executive relationships, escalations, business reviews, and customer advisory boards.
  • Partner with Sales, Product, Marketing, Engineering, and Operations on customer feedback, renewals, roadmap priorities, and references.
  • Build scalable processes, playbooks, dashboards, technology infrastructure, training, and continuous-improvement programs.
  • Lead customer success strategy and distributed team operations across Mexico and Latin America.
  • Present customer health, success metrics, market trends, and recommendations to executive leadership.

Requirements

  • 8+ years of experience in customer success, account management, or related B2B SaaS roles.
  • 4+ years of director-level leadership managing 15 or more people across multiple supervisory levels.
  • 2+ years managing CSM teams and 2+ years owning revenue accountability or expansion metrics.
  • Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors; 3+ years preferred.
  • Demonstrated success building high-performing teams, developing leaders, and improving retention, NRR, NPS, and expansion revenue.
  • At least 2 years managing geographically distributed or remote teams; Mexico or Latin America experience preferred.
  • Strong understanding of customer lifecycle management, SaaS metrics, renewals, and expansion economics.
  • Fluency with technology, data analytics, AI or machine-learning applications, dashboards, and analytics platforms.
  • Executive communication, cross-functional influence, change leadership, and operational rigor.
  • Fluent English required; Spanish or other language skills preferred. Manufacturing, IoT, condition-monitoring, or predictive-maintenance knowledge is a plus.

Benefits

  • US base salary of $160,000–$194,000, plus equity, benefits, and potential variable compensation or bonuses.
  • Competitive compensation package including stock options.
  • Remote-first work environment with a flexible schedule; collaboration during core working hours is required.
  • Comprehensive benefits including retirement plan matching.
  • Unlimited PTO.
  • Distributed team across the United States and Ontario, Canada.

Interested in this position?

Apply directly on the company website

Apply Now

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