VP of Customer Success

The posting, as AssetWatch, Inc. wrote it

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.

At AssetWatch, we are committed to maximizing manufacturing uptime by delivering a proactive condition monitoring experience. Our team of experts shares a common goal: to be the world's leading condition monitoring platform, helping manufacturers eliminate unplanned downtime worldwide.

Position Overview

The Vice President of Customer Success is a senior executive leader who owns the commercial performance of AssetWatch's installed customer base, maximizing long-term customer value through world-class adoption, retention, expansion, and operational excellence. 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 Vice President of Customer Success is expected to build a world-class Customer Success organization capable of supporting a business scaling to $200M+ ARR while maintaining industry-leading retention and customer satisfaction and is responsible to lead a team across multiple levels and regions, ensuring consistent delivery of world-class service, driving product adoption, and embedding AI-powered solutions and best practices throughout the organization.

Key Responsibilities

Strategic Vision and Organizational Leadership

• Develop and execute customer success strategy aligned with revenue targets and product roadmap.
• Own the recurring revenue performance of the installed customer base as represented by key performance indicators with direct accountability that are appropriate for the business as it scales: NRR, GRR, churn, expansion revenue growth, NPS, and customer health scores.
• Define customer segmentation and lifecycle models that optimize value realization and maximize ROI for customers and AssetWatch.
• Lead the post-sale organization to drive product adoption, customer experience excellence, and measurable business outcomes.
• Establish measurable operating targets appropriate to the business as it evolves and scales.
• Present quarterly customer health, retention, and expansion trends to the Executive Leadership Team.

Building and Scaling High-Performing Teams

• Recruit and develop exceptional talent, establishing a culture of excellence and accountability.
• Build organizational infrastructure to support global scaling across multiple regions, with emphasis on Mexico and EU/UK operations.
• Foster a continuous learning culture.
• Hold the team accountable to

[…]
res, and continuous improvement processes.

• Manufacturing Acumen: Understanding of manufacturing operations, predictive maintenance, IoT, condition monitoring, and asset-intensive industries. Deep understanding of manufacturing personas and ability to speak fluently with manufacturing customers about business outcomes.
• Bilingual: English fluency required. Spanish or other language skills are a plus. Comfortable travelling to Mexico or other international markets.
• Collaborative: Fosters cross-functional partnerships. Skilled at influencing without direct authority and building consensus.
• Results-Oriented: Ambitious and motivated by impact. Drives accountability and delivers results while maintaining high ethical standards.

#LI-REMOTE
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.

The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.

AssetWatch Salary Range (US)
$220,000 — $260,000 USD

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.