Customer Success Engineer

Oden Technologies

5d•Hybrid

About The Position

Oden Technologies is looking for a Customer Success Engineer to own adoption and value realization across our enterprise manufacturing customer base. This role sits at the intersection of technical problem-solving and customer-facing enablement — working directly with operators, engineers, and plant managers to ensure that what gets deployed actually gets used, and that customers can measure the impact on their production outcomes. This is a broad, high-ownership role. You will be involved across the full post-sales lifecycle — from supporting deployments and coordinating with Solutions Managers & Engineers on technical execution, through to designing training programs, driving adoption, and building the commercial case for expansion. No two accounts look the same, and you will need to move fluidly between deep technical work and customer-facing enablement depending on where each account is and what it needs. You will partner closely with Solutions Engineers, who own deep system configuration and technical setup, while you own adoption, usage, and realized value at the customer.

Requirements

4–6 years in a technical customer-facing role — solutions engineering, technical account management, customer success engineering, deployment support, or similar
Deep customer-facing exposure to manufacturing, industrial operations, or operational technology environments — enough to be credible with a process engineer or plant manager from day one
SQL proficiency: comfortable querying databases, building adoption reports, validating data outputs, and diagnosing data pipeline issues in a customer environment. Python scripting is a plus
Demonstrated track record of driving adoption and behaviour change in enterprise customer environments — not just delivering training, but the harder work of changing how people work
Experience designing and delivering technical training or enablement programmes for non-technical end users in industrial or operational settings
Ability to communicate complex technical concepts clearly across operator, engineering, and executive audiences — and to translate platform outcomes into production impact metrics
Self-directed in ambiguous environments: you will be active on accounts where deployment is still in progress; you do not need a clean slate to start, and you do not wait to be told what needs fixing
Bachelor’s degree in engineering, computer science, industrial operations, or a related technical discipline
Based in one of our hubs: NYC area, Atlanta, Boston, Austin, Houston, Chicago. We have an office in Union Square, NYC; all other locations are remote
Willingness to travel to customer sites ~25–40% depending on customer phase and active deployment activity

Nice To Haves

Direct experience working in manufacturing operations, industrial engineering, reliability, or OT — having worked on or alongside a production floor
Familiarity with OEE, fault analysis, predictive analytics, or production AI use cases in a manufacturing context
Experience with data pipeline tooling (Airflow, Databricks, or similar) and BI or dashboard platforms
Prior experience at a growth-stage industrial technology or SaaS company (30–200 people)
Background in adult learning design or structured training curriculum development
Experience working with manufacturing execution systems (MES), SCADA, or advanced analytics platforms in a customer-facing capacity

Responsibilities

Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers — working alongside Solutions Engineers to drive progress, resolve blockers, and keep implementations on track from kickoff through go-live
Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers — structured, tracked, and iterated over time, not one-off sessions
Drive change management at the account level: diagnose why adoption stalls — workflow friction, data trust gaps, organisational resistance — and build targeted plans to fix it, including coaching internal champions to sustain momentum
Use SQL and scripting to query platform data, validate deployed configurations, build adoption dashboards, and troubleshoot data pipeline and product issues at customer sites
Track adoption health across your account portfolio using platform data (users, active lines, feature penetration); surface risks proactively and drive resolution before they become commercial problems
Articulate ROI in the customer’s language: OEE improvement, scrap reduction, yield gain, downtime avoided. Own the success metric narrative from first go-live through expansion readiness, and build the data story that justifies additional sites and use cases
Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success. Working in close partnership with Sales to drive the account strategy and strengthen our executive customer relationships.
Close the feedback loop with Product and Engineering by translating field observations and product gaps into structured input that informs roadmap