AssetWatch

Customer Success Manager

• Develop and execute customer success strategy aligned with revenue targets and product roadmap
• Own recurring revenue performance of the installed customer base, including NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores
• Define customer segmentation and lifecycle models to optimize customer and company ROI
• Lead the post-sale organization to drive product adoption, customer experience, and measurable business outcomes
• Establish operating targets and present quarterly customer health, retention, and expansion trends to the Executive Leadership Team
• Recruit and develop talent while building a culture of excellence and accountability
• Build organizational infrastructure for global scaling across multiple regions, especially Mexico and EU/UK operations
• Integrate AI into Customer Success operations, including predictive analytics, health scoring, churn prevention, personalized engagement, AI health platforms, ChatGPT, and automated insights engines
• Partner with Product and Engineering on AI roadmap and platform integration
• Own retention, churn reduction, renewal strategy, expansion identification, and customer health
• Develop CS lifecycle frameworks covering onboarding, adoption, value realization, renewal, and expansion, targeting Time-to-Value of 30 days or less
• Develop executive relationships with 30-50 largest enterprise/strategic customers and sponsor recovery plans
• Execute business reviews, executive sponsor relationships, and customer advisory boards
• Partner cross-functionally with Sales, Product, Marketing, Engineering, Operations, and implementation leadership
• Own monthly renewal, churn, contraction, and expansion forecasting with +/-5% forecast accuracy
• Design scalable CS processes, playbooks, SOPs, technology stack, and CDP
• Improve operations through continuous improvement, retrospectives, feedback loops, training, and enablement
• Lead international CS expansion in Mexico and EU/UK and manage distributed teams across time zones
• Maintain compliance with local labor and data privacy regulations

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VP of Customer Success