Customer Success Manager
Description
AssetWatch 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.
What's the Opportunity:
We're growing FAST and seeking a Customer Success Manager to become a trusted advisor to customers and own the success of the partnership. You will help demonstrate the value for our customers and be their go-to contact, advocating and facilitating successful customer outcomes throughout the broader Asset Watch organization. To succeed in this role, you will need to focus on customer objectives, be a team player, have outstanding collaboration skills and the ability to think critically. You must be able to manage shifting business demands and be able to prioritize tasks appropriately.
Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction
Acquire a deep knowledge of company products and value proposition
Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk
Develop and present strategic success plans that clearly deliver on customer expectations
Be highly organized with strong CRM and territory management skills
Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria
Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience
Facilitate Asset Watch customer onboarding, training, and initial user setup
Meet retention and sales targets on a quarterly basis
Qualifications:
4+ years in account management or customer success
2+ years' experience selling additional products and services to existing accounts
Experience with CRM platforms (Salesforce strongly preferred)
Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms
Strong active listening skills with a desire and knowledge to understand and solve for customer needs
Experience strategically consulting customers, creating success plans, and achieving their desired outcomes
History of exceeding retention and expansion quotas
Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement
Ability to multi-task, prioritize and manage time effectively
Exceptional organizational skills; be results-oriented with a bias for action
Must embrace a culture of accountability
Work autonomously with minimal supervision
Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner
Strong collaborator who can build trust and contribute to the success of the team
Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed
Professional appearance, excellent communication skills and professional conduct
Note: This role involves up to 15 - 20% domestic travel, primarily for client meetings and industry events.
This role is located in the United States
#LI-Remote
What We Offer:
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
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
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
What's the Opportunity:
We're growing FAST and seeking a Customer Success Manager to become a trusted advisor to customers and own the success of the partnership. You will help demonstrate the value for our customers and be their go-to contact, advocating and facilitating successful customer outcomes throughout the broader Asset Watch organization. To succeed in this role, you will need to focus on customer objectives, be a team player, have outstanding collaboration skills and the ability to think critically. You must be able to manage shifting business demands and be able to prioritize tasks appropriately.
Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction
Acquire a deep knowledge of company products and value proposition
Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk
Develop and present strategic success plans that clearly deliver on customer expectations
Be highly organized with strong CRM and territory management skills
Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria
Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience
Facilitate Asset Watch customer onboarding, training, and initial user setup
Meet retention and sales targets on a quarterly basis
Qualifications:
4+ years in account management or customer success
2+ years' experience selling additional products and services to existing accounts
Experience with CRM platforms (Salesforce strongly preferred)
Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms
Strong active listening skills with a desire and knowledge to understand and solve for customer needs
Experience strategically consulting customers, creating success plans, and achieving their desired outcomes
History of exceeding retention and expansion quotas
Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement
Ability to multi-task, prioritize and manage time effectively
Exceptional organizational skills; be results-oriented with a bias for action
Must embrace a culture of accountability
Work autonomously with minimal supervision
Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner
Strong collaborator who can build trust and contribute to the success of the team
Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed
Professional appearance, excellent communication skills and professional conduct
Note: This role involves up to 15 - 20% domestic travel, primarily for client meetings and industry events.
This role is located in the United States
#LI-Remote
What We Offer:
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
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
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.