Customer Success Engineer – Analytics Service

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, Dev Ops 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.

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:

• Dev Ops
• 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 Dev Ops 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

• 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

Industrial domains including:

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

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

Approximately 30-40% domestic and international travel.

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QUALITROL manufactures monitoring and protection devices for high value electrical assets and OEM manufacturing companies.…