Customer Success Manager Job Upper Darby Pennsylvania USA,Business

Location: Upper Darby

Asset Works 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 Asset Works customers, helping them realize value from Asset Works 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 Asset Works products to clearly articulate solution value, adoption opportunities, and best-practice recommendations.
Monitor, interpret, and act on customer health signals in Client Success, 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 Asset Works 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 Asset Works 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.