• Engage regularly with new and existing customers to enhance satisfaction and implement strategies for maximizing product value. • Oversee the onboarding process, including client training, new account installations, and managing launch timelines. • Keep the VP of Customer Success and Director of Customer Success informed on account health, launch statuses, and escalated concerns. • Produce weekly, quarterly, and annual reports on customer success, performance, and product utilization. • Serve as a liaison between sales, clients, and the development team to ensure smooth communication. • Establish yourself as a subject matter expert in automotive BDC best practices. • Build and maintain strong relationships with customer points of contact (POCs), providing tailored solutions and high-level technical/product support. • Work closely with accounts to establish and track customer goals, analyze their needs, and develop strategies to enhance performance, ensure client satisfaction, and reduce churn.

• Own the post-sale customer experience by developing and executing success strategies that drive engagement, satisfaction, retention, and long-term value. • Lead recurring client business reviews—both internal and external—providing data-driven insights that support renewals, expansion, and measurable customer outcomes. • Proactively identify risks to customer goals, adoption, or retention, and partner with internal teams to design and implement effective mitigation plans. • Collaborate closely with Strategic Account Executives to identify and support upsell and cross-sell opportunities aligned with customer needs and business objectives. • Deliver personalized onboarding, training, and ongoing enablement to ensure customers realize full value from product features and services. • Capture and analyze Voice of Customer (VOC) insights related to product usage, satisfaction, and user experience; share actionable feedback with Product, Data, Marketing, and other key stakeholders. • Maintain accurate, up-to-date records of customer contacts, engagements, and support activities within the CRM and related systems. • Serve as a trusted advisor and subject matter expert on company solutions while staying current on industry trends, customer challenges, and competitive landscape.

Role Description We’re looking for a Customer Success Enablement Manager to elevate how our Customer Success organization equips teams to drive resolution, prove value, and enable long-term customer outcomes at AssetWatch. This role sits at the intersection of Customer Success, Product, Operations, and Revenue. You will design and operationalize enablement strategies that empower Customer Success Managers (CSMs), Condition Monitoring Engineers (CMEs), Implementation, and Support teams to deliver measurable impact across the full customer lifecycle. As AssetWatch expands its customer ecosystem, AI-driven insights, and enterprise capabilities, this role ensures our teams are aligned, confident, and equipped to translate innovation into customer value. Your work will directly influence retention, expansion, time-to-value, and customer trust. This is a builder role for someone who thrives in cross-functional environments and believes enablement is not just training, but operational leverage. - Own and evolve Customer Success onboarding and everboarding programs, leveraging existing CS training materials and structured paths to reduce ramp time and accelerate performance. - Develop and maintain scalable Customer Success playbooks that standardize best practices across onboarding, renewal, expansion, churn mitigation, and enterprise engagements. - Drive enablement across our core CS technology stack including Salesforce, Vitally, Gong, and QuickSight to ensure adoption, data accuracy, and actionable customer insights. - Translate product roadmap initiatives such as self-service integrations, enterprise APIs, Marketplace expansion, and resolution-focused features into clear enablement plans that prepare CS teams ahead of launches. - Equip teams to clearly articulate AssetWatch’s differentiated value, including AI + human expertise, predictive maintenance outcomes, and ROI storytelling. - Partner cross-functionally with Product, Engineering, Sales, and Operations to align enablement with strategic initiatives and automated resolution workflows. - Establish measurable enablement KPIs tied to customer health, renewal forecasting, time-to-value, and expansion growth. - Create structured feedback loops between frontline teams and leadership to continuously refine messaging, workflows, and training priorities. - Support Customer Success in navigating new offerings ensuring clear positioning, risk communication, and alignment with operational guardrails. - Continuously assess skills gaps across CSMs, CMEs, and support roles, and implement targeted programs to elevate strategic conversations, technical fluency, and enterprise-level engagement. Qualifications - 4+ years of experience in Customer Success Enablement, Customer Success Operations, Revenue Enablement, or a similar cross-functional role within a SaaS or industrial technology organization. - Strong understanding of Customer Success systems, including Salesforce, Vitally, Gong, and analytics dashboards. - Experience developing and scaling playbooks, onboarding programs, and operational documentation that drive consistency and reduce friction. - Deep understanding of the AssetWatch value narrative including predictive maintenance, AI-driven insights, and human expertise combined. - Ability to translate product innovation and roadmap updates into practical enablement programs aligned with customer-facing impact. - Strong cross-functional collaboration skills, with experience partnering across Product, Engineering, Sales, and Operations to influence outcomes. - Data-driven mindset with experience defining KPIs and measuring enablement impact against retention, expansion, and customer health metrics. - Exceptional communication and facilitation skills, comfortable leading virtual and live training, building multimedia content, and presenting to executive stakeholders. - Experience in predictive maintenance, IoT, industrial technology, or B2B SaaS environments preferred. Benefits - 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

• Own a dedicated portfolio of customer accounts, overseeing the full customer lifecycle. • Be accountable for Net Revenue Retention (NRR) and ensure the value proposed during pre-sales is successfully realized post-implementation. • Lead customer onboarding and Paccurate platform implementations, from the initial handoff to the final go-live. • Drive consistent customer engagement through regular check-ins, product updates, and business reviews to strengthen Customer Satisfaction (CSAT) and foster long-term loyalty. • Serve as a product expert, providing comprehensive training to customers on the Paccurate platform and its full suite of products. • Efficiently oversee and manage customer issue resolution, turning challenges into positive, successful experiences. • Identify and execute on upsell opportunities within the customer base to support NRR goals. Manage all aspects of customer contracts, including renewals and overall retention efforts.