Customer Success Engineer – Analytics as a Service
About The Position
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.
Requirements
- 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
Nice To Haves
- Industrial domains including: Utilities, Power systems, Asset monitoring, Industrial IoT, Digital services
Responsibilities
- Own the complete lifecycle: Order, Planning, Data Integration, Deployment, Validation, Training, Adoption, Value Realization, Expansion and Renewal.
- Develop standardized workflows for: onboarding, implementation, customer reviews, renewal planning, expansion opportunities, executive reporting.
- Lead deployment of two analytics services and expand into future ones.
- Coordinate with: DevOps, Product Owner, Engineering, Sales, Customer IT organizations.
- 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.
- Partner closely with DevOps to: monitor service health, improve uptime, reduce deployment effort, automate provisioning, automate monitoring, improve operational maturity.
- 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.
- Ensure every customer receives measurable business outcomes through: adoption tracking, KPI dashboards, ROI reporting, executive value reviews, success plans.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
