VP of Customer Success

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 performance standards while maintaining collaboration , and mutual support. Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes. AI Integration and Operational Innovation Reimagine Customer Success as an AI-enabled organization, leveraging automation, predictive intelligence and agentic workflows to materially im