VP of Customer Success

AssetWatch

. Develop and execute customer success strategy aligned with revenue targets and product roadmap .

Posted 11/3/2026full-timeRemote • United States, CanadaLead💰 $220,000 - $260,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer success strategies that drive retention, expansion revenue, and customer health. Proficient in managing large recurring revenue bases and leading geographically distributed teams while integrating AI and data analytics into customer success operations.

Highest-signal resume keywords

Customer Success Strategy DevelopmentRetention And Churn ReductionSaaS Metrics AnalysisTeam Leadership And DevelopmentAI Integration In Customer Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle EconomicsPredictive AnalyticsChurn PreventionCustomer SegmentationSaaS MetricsRenewal StrategyExpansion Revenue GrowthData AnalyticsForecastingOperational Compliance

Soft Skills

LeadershipCross-Functional CollaborationTalent DevelopmentStrategic ThinkingCommunication

Tools & Technologies

AI Health PlatformsChatGPTAnalytics PlatformsCustomer Data Platform (CDP)SOPs

Industry Keywords

SaaSHaaSIoTPredictive MaintenanceB2BCustomer Health ScoresNPSARRData Privacy RegulationsInternational Operations

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Proven experience leading Customer Success through rapid scale, approximately $75M-$200M+ ARR, including organizational redesign, systems evolution, customer segmentation, and operating model transformation
Experience managing a large recurring revenue base through customer lifecycle economics, including CAC recovery, expansion efficiency, retention, and customer lifetime value optimization
Minimum 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors
Deep understanding of customer lifecycle, SaaS metrics, and renewal/expansion economics
Must have managed 60+ direct and indirect reports across multiple management layers
Proven ability to build, scale, and lead high-performing organizations
Ability to develop and execute strategies improving retention, NRR, NPS, and expansion revenue
Minimum 2+ years managing remote teams
Demonstrated experience leading geographically distributed teams
International experience in Mexico, EU/UK highly valued
Comfort with technology, data analytics, and AI/machine learning applications
Proficiency analyzing metrics, dashboards, and analytics platforms
Understanding of manufacturing operations, predictive maintenance, IoT, condition monitoring, and asset-intensive industries
English fluency required
Spanish or other language skills are a plus
Comfortable travelling to Mexico or other international markets
Ability to navigate diverse regulatory and contractual environments and maintain compliance with local labor and data privacy regulations

Benefits

Comp & perks

Competitive compensation package including stock options
Flexible work schedule
Comprehensive benefits including retirement plan match
Unlimited PTO
Remote-first work arrangement
Opportunity to make a real impact every day
Work with a dynamic and growing team