Customer Success Manager Team Lead

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 company growth, we are seeking people to help lead the journey.

 

Position Overview

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. Additionally, this leader will foster team development, support strategic initiatives, and contribute to the future vision of AssetWatch’s customer success journey. 

 

What You'll Do: 

Team Management & Leadership 

• Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities. 

• Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities. 

• Conduct regular check-ins, performance reviews, and professional development sessions with team members. 

• Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed. 

• Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary. 

• Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction. 

• Monitor and coach CSMs to drive strong account health across accounts proactively identifying risks, and implementing solutions to address potential issues. 
• Guide team to conduct regular business reviews and strategic planning sessions to ensure alignment with client goals and identify growth opportunities. 

Cross-Functional Collaboration 

• Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations. 

• Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features. 

• Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets. 

Process Improvement 

• Help implement tools and processes that increase team efficiency and streamline customer communications and support. 

• Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations. 

• Actively participate in the development of customer-facing resources and documentation that enhance onboarding, training, and account management. 

 

Who You Are:

• 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role. 

• Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals. 

• Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships. 

• Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities. 

• Experience in the manufacturing i