Team Lead, 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="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}">&nbsp;</span></p></div><div class="page"> <div class="layoutArea"> <div class="column"> <p><strong>What's the Opportunity</strong></p> <p>The Customer Success Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction. You'll also foster team development, support strategic initiatives, and help shape the future vision of AssetWatch's customer success journey.</p> <p>This role is located in the United States.</p> <p><strong>Team Management &amp; Leadership</strong></p> <ul> <li>Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities.</li> <li>Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities.</li> <li>Conduct regular check-ins, performance reviews, and professional development sessions with team members.</li> <li>Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.</li> <li>Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary.</li> <li>Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction.</li> <li>Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues.</li> <li>Guide the team to conduct regular business reviews