Customer Success Manager-Asset Manager

Customer Success Manager - Asset Manager

Company: Tempur Sealy International Location: USA Work Model: Hybrid Contract: Permanent Seniority: Senior

About the Role

Tempur Sealy International is seeking a dedicated Customer Success Manager (CSM) - Asset Manager to join their team. This senior-level, hybrid role focuses on supporting and leading customer-facing asset management, licensing operations, and customer success activities. You will be instrumental in managing Enterprise Agreements (EA), subscription-based software programs, and large-scale technology environments, with an initial emphasis on Cisco ecosystems within Federal and Public Sector customers.

This position is a hands-on role responsible for maintaining accurate customer hardware, software, entitlement, and licensing data. You will drive operational alignment, customer adoption, and strategic value realization throughout the software lifecycle. The role combines deep operational ownership of asset and licensing management with the customer engagement, analytics, and cross-functional coordination responsibilities of a Customer Success organization.

As a trusted advisor, you will validate and reconcile complex licensing and deployment data, translate findings into actionable insights, and support broader Customer Success strategies in partnership with aligned CSMs, account teams, OEM partners, and program leadership. This role is heavily focused on operational execution, asset visibility, licensing accuracy, customer readiness, and data-driven analysis within highly scrutinized Federal and Public Sector environments.

Key Responsibilities

• Serve as the primary operational point of contact for customer asset management, licensing, entitlement, and subscription-related activities.
• Reconcile customer deployment, procurement, entitlement, and consumption data to establish and maintain accurate license and asset positions.
• Maintain ongoing asset data hygiene, validation, governance, and reporting readiness for renewals, audits, compliance discussions, and strategic planning.
• Support customers within Cisco Smart Accounts, Virtual Accounts, licensing portals, and Enterprise Agreement structures.
• Deliver customer onboarding, training sessions, workshops, and operational guidance related to licensing tools, processes, and best practices.
• Develop and maintain customer-facing and internal documentation, including process guides, operational workflows, reporting artifacts, white papers, and training materials.
• Provide data-driven insights, operational reporting, and pointed analytics to customers and internal stakeholders.
• Support customer adoption, consumption, and value realization efforts in partnership with aligned CSMs and account teams.
• Partner closely with broader Customer Success teams and vertical CSMs to align operational asset management activities with overall customer success strategies and business objectives.
• Contribute to customer health reviews, executive business reviews (EBRs), quarterly success reviews, and strategic planning discussions through operational analysis and reporting.
• Raise critical operational risks, data discrepancies, customer concerns, or process gaps to leadership and account teams as appropriate.
• Manage cross-functional coordination across Sales, Customer Experience, Engineering, Operations, OEM partners, Finance, and delivery teams to drive customer outcomes.
• Support the development and refinement of scalable asset management and Customer Success operational processes.
• Engage directly with OEM partners to build expertise around licensing models, product structures, operational processes, and support requirements.
• Identify opportunities to improve operational efficiency, customer adoption, reporting accuracy, and overall customer experience.
• Maintain accurate activity tracking and customer documentation within Gainsight and associated collaboration platforms.
• Support operational readiness and customer engagement activities for large-scale Federal and Public Sector programs.
• Operate effectively in both remote and customer-facing environments, including occasional on-site engagement.
• Attend work on a regular and reliable basis and maintain flexibility to support customer needs outside standard business hours when necessary.

Requirements

• 4–6+ years of experience in Customer Success, Asset Management, Enterprise Software Licensing, Operations, Project Management, Business Analysis, IT, or related customer-facing technology roles.
• Proven experience working within Cisco licensing environments, including Smart Accounts, Virtual Accounts, Enterprise Agreements, and subscription-based software models.
• Strong understanding of software lifecycle management, including deployment, entitlement, adoption, consumption, renewals, and operational governance.
• Demonstrated ability to analyze, validate, reconcile, and present complex operational and licensing data.
• Experience supporting enterprise customers within complex, fast-paced, and highly visible technology environments.
• Federal or Public Sector customer experience is strongly preferred.
• Strong executive presence with experience presenting to technical teams, operational stakeholders, and senior leadership.
• Demonstrated ability to operate effectively in ambiguous environments with shifting priorities and evolving structures.
• Strong organizational, prioritization, and time management skills with the ability to manage multiple initiatives simultaneously.
• Strong business acumen with the ability to translate operational data into meaningful customer outcomes and recommendations.
• Experience collaborating cross-functionally across Sales, Engineering, Operations, Finance, OEM partners, and Customer Success organizations.
• Strong facilitation, communication, and customer engagement skills.