Customer Success Manager

<p>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. </p> <h2>What's the Opportunity:</h2> <p>We're growing FAST and seeking a<strong> Customer Success Manager </strong>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. </p> <ul> <li>Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction </li> <li>Acquire a deep knowledge of company products and value proposition </li> <li>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 </li> <li>Develop and present strategic success plans that clearly deliver on customer expectations </li> <li>Be highly organized with strong CRM and territory management skills </li> <li>Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria </li> <li>Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience </li> <li>Facilitate Asset Watch customer onboarding, training, and initial user setup </li> <li>Meet retention and sales targets on a quarterly basis </li> </ul> <p><strong>Qualifications:</strong> </p> <ul> <li>4+ years in account management or customer success </li> <li>2+ years' experience selling additional products and services to existing accounts </li> <li>Experience with CRM platforms (Salesforce strongly preferred) </li> <li>Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms </li> <li>Strong active listening skills with a desire and knowledge to understand and solve for customer needs </li> <li>Experience strategically consulting customers, creating success plans, and achieving their desired outcomes </li> <li>History of exceeding retention and expansion quotas </li> <li>Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement </li> <li>Ability to multi-task, prioritize and manage time effectively </li> <li>Exceptional organizational skills; be results-oriented with a bias for action </li> <li>Must embrace a culture of accountability </li> <li>Work autonomously with minimal supervision </li> <li>Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner </li> <li>Strong collaborator who can build trust and contribute to the success of the team </li> <li>Understand how departments and team members contribute to the success of the organization and be comfortable to step in support however needed </li> <li>Professional appearance, excellent communication skills and professional conduct </li> </ul> <p><strong>Note:</strong> This role involves up to 15 - 20% domestic travel, primarily for client meetings and industry events.</p> <p>This role is located in the United States</p> <p>#LI-Remote</p> <p><strong>What We Offer:</strong> </p> <p>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. </p> <ul> <li>Competitive compensation package including stock options </li> <li>Flexible work schedule </li> <li>Comprehensive benefits including retirement plan match </li> <li>Opportunity to make a real impact every day </li> <li>Work with a dynamic and growing team </li> <li>Unlimited PTO </li> </ul> <p>We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required. </p>