VP of Customer Success

The role

The Vice President of Customer Success owns the commercial performance of the installed customer base to maximize long-term value. This leader will build and scale a world-class Customer Success organization to support a business scaling to $200M+ ARR.

What you will do

• Develop and execute customer success strategy aligned with revenue targets and product roadmap
• Own recurring revenue performance including NRR, GRR, churn, expansion revenue, NPS, and customer health scores
• Lead the post-sale organization to drive product adoption and customer experience excellence
• Recruit and develop talent and build organizational infrastructure for global scaling
• Reimagine Customer Success as an AI-enabled organization using automation and predictive intelligence
• Develop and operationalize CS lifecycle frameworks
• Develop executive relationships with the largest 30-50 enterprise customers
• Partner with Sales, Product, Marketing, Engineering, and Operations
• Own monthly forecasting of renewals, churn, contraction and expansion
• Design and optimize CS processes, playbooks, and SOPs

Required 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
• Must have 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
• English fluency required

Nice to have

• Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors
• International experience in Mexico, EU/UK
• Spanish or other language skills

Benefits

• 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

About the company

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of a condition monitoring experience. The company aims to build the future of predictive maintenance.