Customer Success Engineer – Analytics as a Service

Position Summary

The Customer Success Engineer owns the complete customer journey from signed order through deployment, adoption, measurable customer outcomes, renewal and expansion.

This role combines technical implementation, DevOps coordination, customer consulting and AI-enabled process design. The objective is to create a highly scalable customer success operating model capable of supporting a rapidly growing global SaaS business with minimal additional resources.

This position is equally responsible for ensuring customer value realization and continuously improving the product through structured Voice of Customer feedback loops.

Primary Responsibilities

Customer Journey Ownership

Own the complete lifecycle: Order, Planning, Data Integration, Deployment, Validation, Training, Adoption, Value Realization, Expansion and Renewal.

Customer Success Playbooks

Develop standardized workflows for:

• onboarding
• implementation
• customer reviews
• renewal planning
• expansion opportunities
• executive reporting

Service Deployment

Lead deployment of two analytics services and expand into future ones.

Coordinate with:

• DevOps
• Product Owner
• Engineering
• Sales
• Customer IT organizations

Voice of Customer

Partner with the Product Owner and Product Manager to establish structured VOC processes including:

• Follow Me Home visits
• Customer Advisory Boards
• Early Adopter Councils
• Customer health scoring
• Usage analytics
• Translate customer insights directly into prioritized product improvements

Service Reliability

Partner closely with DevOps to:

• monitor service health
• improve uptime
• reduce deployment effort
• automate provisioning
• automate monitoring
• improve operational maturity

AI-enabled Scaling

Develop AI-powered customer success capabilities including:

• automated onboarding
• AI knowledge assistants
• customer self-service
• deployment automation
• health score prediction
• proactive support
• AI-generated customer reports
• automated documentation
• workflow orchestration

Customer Value Realization

Ensure every customer receives measurable business outcomes through:

• adoption tracking
• KPI dashboards
• ROI reporting
• executive value reviews
• success plans

Required Experience

• 8+ years industrial software deployment
• Experience with SaaS, Networking and Cybersecurity implementation issues
• Experience with cloud platforms
• Experience managing enterprise customers
• Strong project leadership
• Excellent customer communication
• Experience working alongside software engineering organizations

Preferred Experience

Industrial domains including:

• Utilities
• Power systems
• Asset monitoring
• Industrial IoT
• Digital services

Success Measures

Within 12 months:

• Standardized deployment methodology established
• Deployment time reduced significantly
• Customer onboarding largely automated
• Strong renewal readiness across install base
• Product feedback loops operating continuously
• Successful deployment of all targeted pilot and paid projects

Travel

Approximately 30–40% domestic and international travel

#LI-TD1