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Customer Success Lead

0 years

0 Lacs

Pune, Maharashtra

Posted:1 week ago| Platform: Indeed logo

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Skills Required

reporting service engineering instrumentation electrical management marketing strategy saas iot metrics support design test tracking compliance data analysis excel writing communication

Work Mode

On-site

Job Description

Thermax House, Pune, Maharashtra, India

Department
TL_EF_BTG_Digital_Customer
Job posted on
Jul 07, 2025
Employment type
Employee
Job Details
Position Name - Customer Success Lead, Digital Services
Reporting to - Digital Service Head
Educational Qualifications
  • Bachelor’s Degree in Engineering: Instrumentation, Electrical, Electronics, Computer Science, Mechanical, Industrial Engineering, or Production
  • Post-graduate in Management (Preferred): Specialization in IT, Marketing, or Strategy /MBA with an engineering background is a plus
Roles & Responsibilities
Customer Success
  • Set up Customer Success function aligned with SaaS/IoT best practices
  • Deploy tools, templates, milestones, and metrics for tracking
  • Train internal stakeholders
  • Collaborate with cross-functional teams (Sales, Engineering, Services)
  • Conduct demos, trainings, and manage key account relationships
  • Support solution adoption, satisfaction, renewals, and success tracking
  • Embed customer experience into all processes and touchpoints
  • Design operations center processes (EDGE Live)
Analytics
  • Quantify customer value and savings
  • Derive insights from the solution and OT data
  • Build use cases and test through experiments
Metrics Tracking & Compliance
  • Track: Usage, Adoption, NPS, CLTV, Churn/Retention
  • Ensure compliance in customer success operations
Key Initiatives
  • Develop sales collateral and strategic reports
  • Track competitor offerings and value delivery
  • Support product enhancements
  • Represent the Digital Services team in internal forums
Critical Competencies
Technical/Functional
  • Expertise in SaaS solutions and IoT processes
  • Customer Success lifecycle knowledge
  • Data analysis & modelling
  • Proficiency in MS Office (Excel & PowerPoint)
  • Business writing and documentation
  • Collateral/template creation
Soft Skills
  • Commercial acumen and customer value orientation
  • Strategic thinking & execution
  • Strong communication & collaboration
  • Stakeholder influencing capability
  • Change agent mindset
  • Willingness to travel

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Thermax Ltd

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