Customer Success Manager

AssetWorks Customer Success Manager

AssetWorks is an industry-leading provider of technology and consulting solutions for asset and infrastructure-intensive organizations in government, education, utilities, telecommunications, public transportation and the commercial sector. Our market leading suite of Enterprise Asset Management (EAM) software solutions and professional consulting services enable organizations to improve asset management and maintenance practices, streamline operations, and improve accountability for mission-critical assets.

Job Responsibilities:

• Own and advocate for the overall success of assigned AssetWorks customers, helping them realize value from AssetWorks products, services, and partnership.
• Develop a strong understanding of each customer's business processes, workflows, goals, risks, and forecasted needs.
• Build and maintain knowledge of AssetWorks products to clearly articulate solution value, adoption opportunities, and best-practice recommendations.
• Monitor, interpret, and act on customer health signals in ClientSuccess, including success plan progress, adoption trends, open risks, and customer engagement.
• Utilize approved AI tools and team-standard templates to improve customer insights, streamline follow-up, and support consistent preparation for customer meetings and business reviews.
• Conduct regular business reviews with assigned customers, leveraging standard CSM tools, templates, success plans, and account health data to drive alignment, document outcomes, and identify growth or risk opportunities.
• Lead regular customer success planning discussions to review progress, address barriers, document next steps, and keep customers aligned to measurable outcomes.
• Ensure customers continue to view AssetWorks as a long-term partner by proactively supporting satisfaction, value realization, retention, and renewal readiness.
• Support sales organizational performance targets by identifying back-to-base growth opportunities, surfacing upsell potential, and partnering on renewal-cycle strategy.
• Demonstrate the value of new releases and product capabilities, guiding customers through adoption opportunities and upgrade planning where appropriate.
• Lead the management and remediation of complex or critical customer situations, coordinating internal resources to drive timely and effective resolution.
• Partner with Sales, Account Management, Customer Care, Professional Services, Product Management, Development, and other internal teams to align customer needs with success strategies and solution recommendations.
• Maintain clear customer portfolio documentation, including key activities, risks, priorities, outcomes, and cross-functional communication needs.
• Deploy and support bi-annual Net Promoter Score (NPS) surveys to assess customer sentiment and identify opportunities to strengthen the customer experience.
• Manage issue logs and customer priorities, ensuring critical information is communicated clearly to the appropriate AssetWorks teams.
• Organize and lead customer status meetings and on-site engagements as needed to support relationship management, adoption, and strategic alignment.