Customer Success Specialist

Customer Success Specialist

Location:

Burlington, MA

Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. From predicting hurricanes to optimizing renewable energy production, our technology is used where it matters the most – from data centers, windfarms and laboratories to airports, the Arctic and even the surface of Mars. For a second year running, Vaisala got recognized in TIME Magazine's World's Best Companies in Sustainable Growth 2026 study.

Our team of close to 2,500 experts and 62 nationalities around the world is committed to taking every measure for the planet. Driven by our shared purpose, curiosity, and pioneering spirit, we stay ahead and make a difference. At Vaisala, you don't have to fit in to belong. Our employees demonstrate, uphold, support, and model the Vaisala Values:
Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

Industrial Measurements business area serves a wide range of industries and applications ranging from pharmaceutical to food industries, and from warehouses to power transformers. It offers a broad range of accurate and reliable measurement instruments based on the cutting-edge technology to help our customers optimize their processes, improve efficiency, minimize energy consumption, and ensure the high quality of their end-products.

We are looking for a team member to join our organization as a Customer Success Specialist at Vaisala Inc. located in Burlington, MA. You will join a growing team whose focus is to provide solutions to customers in a variety of industries and applications. Why join us? Make a real impact:
Play a pivotal role in a collaborative environment, supporting customers across a diverse range of high-tech industries. Innovate with purpose:
Vaisala is a premium manufacturer of advanced sensing technology, empowering our customers to drive progress for industry and the planet. Grow with us:
Enjoy excellent work/life balance in a culture that invests in your professional development and growth. Flexible work environment:
We value face-to-face collaboration, but hybrid work and flexibility are the new norm. This role begins with full-time, in-person training and transitions to a hybrid model.

What's your role? As a Customer Success Specialist, you will help our customers achieve their goals with Vaisala's products and services. Your focus will be on building long-term relationships, ensuring customer satisfaction, and driving growth by identifying upselling and cross-selling opportunities. Working closely with inside sales, service delivery, and Customer Frontline teams, you will directly impact service renewals and deliver solutions to a variety of customer needs while gaining valuable global industry expertise.

Key responsibilities:

• Onboard selected Vaisala customers and guide them through their journey
• Provide efficient, courteous, and professional customer service with a strong focus on customer satisfaction and long-term relationships.
• Develop and maintain a deep understanding of the service lab's capabilities, processes, turnaround times, and service offerings.
• Respond to customer inquiries via phone and email in line with established response time targets.
• Manage and drive service contract renewals
• Act as a liaison between customers and internal teams (lab technicians, logistics, and sales) to ensure smooth and timely service execution.
• Maintain calibration plans for customers
• Proactively provide updates on order status, potential delays, and completion timelines to keep customers informed.
• Identify and generate opportunities for Vaisala sales teams
• Prepare and follow up on quotations, ensuring timely customer responses and supporting order conversion.
• Gather and share customer feedback with internal stakeholders
• Ensure the accuracy of customer and installed base data
• Maintain accurate customer records and document all interactions, quotations, agreements, and activities in CRM systems.

What will you bring? A genuine desire to help customers and a…