Customer Success Manager Team Lead, AssetWatch
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Remote monitoring for proactive maintenance
Job no longer available
Remote monitoring for proactive maintenance
101-200 employees
Job no longer available
+ Share options
More information about location
101-200 employees
Company mission
To build the leading proactive maintenance platform for industrial organizations around the world.
Role
Who you are
- 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
- Experience in the manufacturing industry or with predictive maintenance technology is strongly preferred
- Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.)
- Results-oriented, with a strategic mindset and a bias for action
- Strong coaching skills, with a demonstrated ability to foster a proactive, customer-centered team culture
- Ability to manage multiple projects and priorities in a dynamic environment
- Adaptability to Change: Thrives in a fast-paced, evolving environment with frequent product and process updates
- Empathy-Driven Leadership: Embodies a people-first leadership style, putting customer and team member needs at the forefront
- Technical Aptitude in Condition Monitoring: Demonstrates an understanding of condition monitoring or predictive maintenance technology to facilitate effective customer conversations and adoption
- Data-Driven Approach: Able to analyze metrics, derive insights, and make data-backed decisions to enhance both customer success strategies and team performance
- Fluency in English; additional language skills are a plus
What the job involves
- 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.
- Additionally, this leader will foster team development, support strategic initiatives, and contribute to the future vision of AssetWatch’s customer success journey
- 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
- Monitor and coach CSMs to drive strong account health across accounts proactively identifying risks, and implementing solutions to address potential issues
- Guide team to conduct regular business reviews and strategic planning sessions to ensure alignment with client goals and identify growth opportunities
- 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
- 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 the development of customer-facing resources and documentation that enhance onboarding, training, and account management
Our take
Across the manufacturing industry, lost production time equates to over $1 trillion of lost revenue each year. Much of this is due to foreseeable errors in machinery, many of which could have been fixed before they broke. AssetWatch, previously known as Nikola Labs, works with manufacturing companies to reduce unplanned downtime in their machinery and technology.
Focused on discovering machinery faults before it is too late, the company's wireless vibration sensors connect to a team of certified vibration experts who leverage machine learning to analyse the data. Hence, its prescriptive and predictive maintenance alerts signal potential faults before failure occurs, thus reducing potential downtime from these machinery faults.
With a wide range of solutions spanning software to IoT, AssetWatch appeals to everyone from factory managers to leadership teams - giving everyone a comprehensive overview of manufacturing health. The company has enjoyed significant funding and growth since its founding in 2014, and is planning to continue expanding and scaling up the business.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 9 rounds)
Apr 2025
$75m
SERIES C
May 2024
$38m
SERIES B
Total funding: $150.7m
Company benefits
- Equity options
- Flexible work schedule
- Full benefits and 401K + 401K Match
- Opportunity to make a real impact every day
- Unlimited PTO
Company HQ
Westerville, OH
Leadership
Will Zell
(Executive Chairman)Previously CEO of AssetWatch. Currently Founding Partner of Ohio Angel Collective, Founder of Vessel, and is on the Advisory Board for IKOVE Venture Partners.
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