Director of Customer Success
Location: Global / Remote (with travel to customer sites)

Reports to: CEO
About Nanoprecise
Nanoprecise is a leader in AI-powered predictive maintenance, leveraging Industrial IoT (IIoT), advanced vibration analysis, and energy analytics to help industrial customers reduce downtime, optimize asset performance, and improve sustainability. Our platform enables global manufacturers to proactively monitor rotating equipment and drive Industry 4.0 transformation.
Role Overview
The Director of Customer Success will lead and scale Nanoprecise’s global customer success organization, ensuring customers realize measurable business outcomes from our predictive maintenance solutions.

This role combines strategic leadership, industrial domain expertise, team building and operational excellence to drive customer retention, expansion, and advocacy across complex, asset-intensive industries.

You will own the full post-sales lifecycle—from deployment and onboarding through value realization, renewal, and growth—while building a world-class, data-driven customer success function.
Key Responsibilities
1. Customer Success Strategy & Leadership

Define and execute a global customer success strategy aligned with revenue and retention goals

Build, mentor, and scale a high-performing team of Customer Success Managers (CSMs) and Condition Monitoring Engineers

Enforce and report on KPIs (NRR, churn, adoption, uptime impact, ROI delivery) and operational cadences

Foster a customer-centric culture focused on measurable industrial outcomes

Drive cross-functional collaboration for the best outcome for our team and our customers

2. Customer Lifecycle Ownership

Own the end-to-end customer journey : onboarding, implementation, adoption, value realization, renewal, and expansion

Ensure successful deployment of IIoT sensors, analytics platform, and integration into customer workflows

Standardize onboarding and implementation playbooks for global industrial customers





Lead and train CSMs on Executive Business Reviews (QBRs)

(End-to-end lifecycle ownership and retention focus are core to CS leadership roles)
3. Value Realization & Industrial Impact

Translate Nanoprecise insights into quantifiable business value (downtime reduction, energy savings, maintenance cost optimization)

Partner with customers’ reliability, maintenance, and operations teams

Develop ROI frameworks and success plans tailored to industrial environments

Drive adoption of predictive maintenance best practices

(CS leaders are expected to drive both retention and revenue expansion)
4. Revenue Retention & Growth

Own Net Revenue Retention (NRR), renewals, and expansion targets

Identify upsell/cross-sell opportunities across sites, assets, and regions

Partner with Sales on account strategy and enterprise expansion

Build scalable renewal and extension processes

5. Cross-Functional Collaboration

Act as the voice of the customer to Product, Engineering, and Data Science teams

Influence product roadmap based on field insights and industrial use cases

Partner with Marketing on customer advocacy, case studies, and references

Align closely with Sales on handoffs and account growth

6. Data, Analytics & Operational Excellence

Build customer health scoring models and predictive churn indicators

Use data to drive proactive engagement and continuous improvement

Develop dashboards tracking adoption, asset coverage, and value delivery

Scale processes for global deployments and multi-site customers

7. Global Customer Engagement

Engage with enterprise customers across manufacturing, energy,



and heavy industry

Support complex, multi-site deployments across regions

Travel (20–40%) for strategic customer engagement and site visits

Navigate diverse regulatory and operational environments

Required Qualifications
Experience

10+ years in Customer Success, Account Management, or Post-Sales leadership

5+ years leading global teams in SaaS, IoT, or industrial technology

Proven track record of driving retention, expansion, and customer ROI

Domain Expertise

Strong understanding of:
Industrial IoT (IIoT)

Predictive maintenance / reliability engineering

Rotating equipment (motors, pumps, gearboxes, etc.)

Experience working with manufacturing, energy, or heavy industry customers

(Industrial IoT knowledge and equipment familiarity are critical in Nanoprecise roles)
Leadership & Skills

Strategic thinker with robust execution capability

Experience scaling CS teams and building processes from early-stage to growth

Excellent executive communication and stakeholder management skills

Data-driven mindset with strong analytical skills

Ability to operate in a fast-paced, global startup environment

Preferred Qualifications

Background in engineering (mechanical, electrical, or industrial)

Experience with AI/ML-driven products

Familiarity with asset reliability standards (e.g., ISO, condition monitoring)

Experience with global enterprise accounts

Key Success Metrics

Net Revenue Retention (NRR)

Gross & Net Churn

Customer ROI (downtime reduction, cost savings)

Product adoption and asset coverage

Customer satisfaction (NPS/CSAT)

Expansion revenue

Why This Role Matters
Customer Success at Nanoprecise is mission-critical—it directly impacts customer outcomes, sustainability goals, and revenue growth. This role bridges advanced AI technology and real-world industrial impact , ensuring customers achieve measurable transformation.

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