Customer Success Manager

AssetWorks Inc; Pennsylvania; On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Generous Paid Time Off

11 Paid Holidays

Medical, Dental, Vision, Life ins.

401k with employer match

Annual Company Bonus

Tuition Reimbursement Program

Employee Stock Purchase Program with 1

Employee Discounts

Job summary

AssetWorks Inc. is seeking a Customer Success Manager to own the ongoing success of assigned customers and advocate for value realization from AssetWorks products and services.

You will develop deep knowledge of each customer's business processes, workflows, goals, and forecasted needs, while monitoring health signals and driving adoption. Regular business reviews ensure alignment and growth opportunities across teams.

Qualifications

• Experience in managing customer relationships and renewals.
• Ability to translate customer needs into actionable plans.
• Strong communication and presentation skills.

Responsibilities

• Own and advocate for the overall success of assigned AssetWorks customers.
• Develop understanding of customer processes, goals, risks, and forecasted needs.
• Monitor health signals in ClientSuccess and act on adoption trends and risks.
• Lead regular business reviews to drive alignment and identify growth or renewal opportunities.
• Coordinate with internal teams to resolve complex customer issues.
• Support renewal strategy and upsell through value realization.

Skills

Customer relationship management

Account management

Cross-functional collaboration

Analytical thinking

Communication

Tools

ClientSuccess

CRM

Job description

• 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.
• 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.
• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Employee rewards and recognition programs
• Optional Employee Stock Purchase Program with company match
• Employee Discount Platform discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.