Customer Success Lead

Location:

Experience Level:

Reports To:

About Intellithink

industrial AI, machine health, and predictive maintenance solutions

oil & gas, metals, mining, power, cement, and chemicals

Role Overview

Customer Success Lead

voice of the customer

Key Responsibilities

Customer Success Strategy & Ownership

• Own the

  end-to-end customer lifecycle

  , from onboarding to renewal and expansion.
• Develop

  success plans

  aligned with customer goals, focusing on

  downtime reduction

  ,

  asset reliability

  , and

  OEE improvements

  .
• Track and report on

  customer health

  , adoption metrics, and ROI.

Account Management & Relationship Building

• Build

  deep relationships

  with plant managers, reliability engineers, and leadership teams.
• Act as the

  primary point of contact

  for key accounts, ensuring their needs are understood and met.
• Conduct

  regular business reviews

  to demonstrate value and identify growth opportunities.

Technical Alignment & Solution Support

• Understand process industry workflows and

  translate technical capabilities

  into business impact.
• Collaborate with technical teams to

  solve customer problems

  , including condition monitoring, predictive analytics, and maintenance strategies.
• Provide

  feedback to product and services teams

  to continuously improve offerings.

Customer Advocacy & Retention

• Identify potential

  churn risks

  and proactively address them.
• Champion customer needs internally, influencing product roadmap and service delivery.
• Drive

  case studies and success stories

  to showcase tangible customer value.

Qualifications

Required

• 3+ years

  in customer success, reliability engineering, or account management in

  process industries

  .
• Strong understanding of

  rotating equipment, maintenance practices, and reliability engineering

  .
• Excellent

  relationship management

  , negotiation, and communication skills.
• Proven track record of

  driving customer adoption

  and delivering measurable results.
• Ability to

  analyze technical data

  and translate it into actionable insights.

Preferred

• Experience with

  predictive maintenance technologies

  like vibration analysis, or industrial IoT.
• Knowledge of

  condition monitoring software

  and plant-level ERP/CMMS systems.
• Background in

  engineering disciplines

  such as mechanical or electrical engineering.

Key Metrics for Success

• Customer Retention Rate (CRR)

  and Net Revenue Retention (NRR).
• Increased

  adoption rates

  of Intellithink’s solutions.
• Demonstrated

  reduction in downtime

  and improvement in asset performance for clients.
• Positive

  customer satisfaction scores

  (NPS/CSAT).