Director of Customer Success

<div class="content-intro"><p><span class="TextRun SCXW22569549 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW22569549 BCX0">AssetWatch</span><span class="NormalTextRun SCXW22569549 BCX0"> 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.</span></span><span class="EOP SCXW22569549 BCX0" data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p></div><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>Position Overview</h2> <p>The Director of Customer Success is a strategic leadership role responsible for building, scaling, and directing the customer success organization to drive sustainable revenue growth, customer retention, and expansion. This position plays a critical role in shaping AssetWatch's post-sale strategy and market position, with direct accountability for customer outcomes, team performance, and enterprise-wide customer-centric initiatives. The Director will lead a team of up to 20 or more Customer Success Managers and Leads across multiple levels, ensuring consistent delivery of world-class service, driving product adoption, and embedding AI-powered solutions and best practices throughout the organization.</p> <h2>Key Responsibilities</h2> <h3>Strategic Vision and Organizational Leadership</h3> <ul> <li>Develop and execute customer success strategy aligned with revenue targets and product roadmap, focusing on NRR, GRR, retention, and expansion revenue.</li> <li>Own key performance indicators with direct accountability: NRR (110%+ minimum), retention (95%+), churn (under 5% annually), expansion revenue growth (20%+ year over year), NPS (45+ minimum), and customer health scores.</li> <li>Define customer segmentation and lifecycle models that optimize value realization and maximize ROI for customers and AssetWatch.</li> <li>Lead the post-sale organization to drive product adoption, customer experience excellence, and measurable business outcomes.</li> </ul> <h3>Building and Scaling High-Performing Teams</h3> <ul> <li>Recruit and develop exceptional talent, establishing a culture of excellence and accountability. Target turnover under 15% annually and 40%+ internal promotion rate for leadership roles.</li> <li>Build organizational infrastructure to support scaling across multiple regions, with emphasis on Mexico and Latin America operations.</li> <li>Develop strong leadership bench with clear career pathways. Maintain 2-3 identified successors for key roles.</li> <li>Foster continuous learning culture. Target 10+ training hours per CSM annually.</li> <li>Hold team accountable to performance standards while maintaining psychological safety, collaboration, and mutual support.</li> <li>Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes.</li> </ul> <h3>AI Integration and