Team Lead, Customer Success

About this role

<div class="content-intro"><p><span class="TextRun SCXW22569549 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW22569549 BCX0">AssetWatch</span><span class="NormalTextRun SCXW22569549 BCX0"> 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. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.</span></span><span class="EOP SCXW22569549 BCX0" data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p></div><div class="page"> <div class="layoutArea"> <div class="column"> <p><strong>What's the Opportunity</strong></p> <p>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.</p> <p>This role is located in the United States.</p> <p><strong>Team Management & Leadership</strong></p> <ul> <li>Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities.</li> <li>Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities.</li> <li>Conduct regular check-ins, performance reviews, and professional development sessions with team members.</li> <li>Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.</li> <li>Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary.</li> <li>Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction.</li> <li>Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues.</li> <li>Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities.</li> </ul> <p><strong>Cross-Functional Collaboration</strong></p> <ul> <li>Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations.</li> <li>Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features.</li> <li>Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets.</li> </ul> <p><strong>Process Improvement</strong></p> <ul> <li>Help implement tools and processes that increase team efficiency and streamline customer communications and support.</li> <li>Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations.</li> <li>Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role.</li> <li>Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals.</li> <li>Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships.</li> <li>Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities.</li> <li>Fluency in English.</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Experience in the manufacturing industry or with predictive maintenance technology.</li> <li>Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.).</li> <li>Additional language skills beyond English are a plus.</li> </ul> <p>#LI-REMOTE</p> </div> </div> </div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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.</p> <p>The salary range was determined by role, level, and location. Individual pay is determined by work location and…