Director of Customer Success

Key Responsibilities Strategic Vision and Organizational Leadership Develop and execute customer success strategy aligned with revenue targets and product roadmap, focusing on NRR, GRR, retention, and expansion revenue. Own key performance indicators with direct accountability: NRR (110%+ minimum), retention (95%+), churn (under 5% annually), expansion revenue growth (20%+ year over year), NPS (45+ minimum), 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. Building and Scaling High-Performing Teams Recruit and develop exceptional talent, establishing a culture of excellence and accountability. Target turnover under 15% annually and 40%+ internal promotion rate for leadership roles. Build organizational infrastructure to support scaling across multiple regions, with emphasis on Mexico and Latin America operations. Develop strong leadership bench with clear career pathways. Maintain 2-3 identified successors for key roles. Foster continuous learning culture. Target 10+ training hours per CSM annually. Hold team accountable to performance standards while maintaining psychological safety, collaboration, and mutual support. Implement standards that raise the bar for team capabilities, methodologies, and customer outcomes. AI Integration and Operational Innovation Lead strategic integration of AI capabilities into CS operations. Target 100% adoption across CS tools and 20%+ improvement in CSM productivity within 18 months. Champion AI adoption for predictive analytics, health scoring, churn prevention, and personalized engagement. Evaluate and implement AI-powered CS tools including AI health platforms, ChatGPT integration, and automated insights engines. Partner with Product and Engineering to ensure customer feedback informs AI roadmap and seamless platform integration. Customer Outcomes and Growth Own gross and net revenue retention targets and churn reduction initiatives. Target 10-15% annual churn reduction and 20% expansion revenue growth year over year. Develop and operationalize CS lifecycle frameworks (onboarding, adoption, value realization, renewal, expansion). Target Time-to-Value of 30 days or less and first-year GRR of 90%+. Manage strategic account relationships and escalations for high-value accounts. Maintain direct visibility into at-risk accounts and drive proactive intervention. Lead initiatives to maximize adoption and ROI of condition monitoring solutions across customer manufacturing operations. Establish and monitor CS programs including Business Reviews, executive sponsor relationships, and customer advisory boards. Target quarterly executive reviews for 100% of top 20 accounts. Cross-Functional Leadership and Alignment Partner with Sales, Product, Marketing, Engineering, and Operations to ensure seamless handoffs and customer-centric decision-making. Serve as voice of the customer to executive leadership. Present quarterly customer health and success metrics to leadership. Provide market trend insights and recommendations. Collaborate on feature prioritization and product roadmap informed by customer feedback. Input from minimum 50% of customer base quarterly. Work with Sales on renewal forecasting and expansion opportunities. Participate in monthly pipeline reviews with plus or minus 10% forecast accuracy. Partner with Marketing on retention campaigns, case studies, and reference programs. Target 20+ case studies and 30+ customer references annually. Process Improvement and Operational Excellence Design and optimize CS processes, playbooks, and SOPs that scale with growth. Implement 4-6 process improvements annually with documented impact. Lead evolution of CS technology stack and CDP to ensure data integrity, actionable insights, and seamless integration with sales, marketing, and product systems. Establish metrics dashboards with real-time visibility into customer health and team performance. Ensure 95%+ data accuracy and weekly metric availability. Identify and eliminate operational bottlenecks through continuous improvement, retrospectives, and feedback loops. Develop training and enablement programs. Target new CSM onboarding completion within 30 days with 80%+ competency scores. International Expansion and Geographic Scaling Lead CS strategy for international expansion in Mexico and Latin America with cultural competency and localized approaches. Scale LATAM operations to support 20%+ annual revenue growth. Build and manage remote, distributed teams across time zones and geographies with strong processes and communication cadences. Navigate diverse regulatory and contractual environments. Maintain 100% compliance with local labor and data privacy regulations. Qualifications Experience: 8+ years in customer success, account management, or related roles in B2B SaaS. Minimum 4+ years in director-level leadership managing 15+ people with multiple supervisory levels. 2+ years managing CSM teams and 2+ years with revenue accountability or expansion metrics ownership. Industry Knowledge: Experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar B2B sectors strongly preferred. Minimum 3+ years in one of these sectors. Deep understanding of customer lifecycle, SaaS metrics, and renewal/expansion economics. Leadership: Proven ability to build, scale, and lead high-performing organizations. Strong track record of recruiting talent, developing leaders, and creating accountability. Must have managed 15+ direct and indirect reports with demonstrated success elevating team performance. Strategic Execution: Ability to develop and execute strategies that drive measurable improvements in retention (90%+), NRR (110%+), NPS (45+), and expansion revenue (20%+ growth). Global Experience: Demonstrated experience leading geographical