Customer Success Manager

About AssetWatch

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience. 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.

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 AssetWatch organization.

Key Responsibilities

• 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 AssetWatch customer onboarding, training, and initial user setup
• Meet retention and sales targets on a quarterly basis

Required 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