Customer Success Lead

Job Details

Position Name -

Reporting to -

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