Senior Lead, Customer Success & Domain Expert - Precision Manufacturing

About Novatro

We are Novatro, a collaborative and passionate team focused on delivering a best in class AI-powered Intelligent Manufacturing ERP for medium-large manufacturing companies. Based in Rajkot, India, we're a small and collaborative group passionate about using technology to revolutionize manufacturing operations.

The Opportunity

Domain Expert to Lead Customer Success. This ideal client will have

deep industry know-how

manufacturing excellence, precision workflows, and leading customer transformation

Salary and Benefits

• Competitive salary, based on skills and experience with opportunities for career growth.
• Permanent full-time position in Rajkor with regular travel (up to 33%) to customer locations,  training and workshops.

Key Responsibilities

Domain Expertise & Product Strategy

• Act as the

  precision engineering subject-matter expert

  across the product lifecycle, providing insights into CNC machining, tool calibration, production tolerances, inspection processes, and quality control.
• Support Business Analysts and Product Owners during requirement gathering by embedding real-world

  precision engineering constraints and workflows

  .
• Validate product features against precision industry standards (e.g., ISO 9001, AS9100, Six Sigma practices) and ensure the product supports

  traceability, compliance, and zero-defect culture

  .
• Partner with internal teams (Product, Engineering, QA) to design

  functional requirements, test cases, and simulations

  based on real precision manufacturing scenarios (e.g., machine downtime, tolerance drift).

Customer Success & Value Realization

• Serve as the primary post-sale contact for a portfolio of manufacturing clients, building strong, long-lasting relationships with stakeholders from the shop floor to C-level executives.
• Manage the customer onboarding and implementation process, ensuring a smooth and successful start for each customer.
• Work with customers to define and track key performance improvements (KPIs) related to production efficiency, quality control, and/or asset maintenance.
• Conduct regular business reviews to demonstrate the measurable

  Return on Investment (ROI)

  and strategic value of the Novatro platform.
• Proactively manage the full customer health lifecycle" and partner strategically with Sales.
• Help build and lead the organizational capabilities that reflect customer success outcomes.

Training & Enablement

• Design and deliver comprehensive

  training programs

  for internal teams (Sales, Marketing, Engineering and Product) to elevate the company’s domain knowledge, in addition to training and guiding customers..
• Create and continuously refine

  customer training content

  (manuals, e-learning modules, video walkthroughs) focused on shop-floor adoption and maximizing product value.
• Conduct

  live training sessions and workshops

  for operators, supervisors, and engineers on product workflows in a precision manufacturing context.
• Act as a

  change enabler

  , delivering training not only on

  how

  to use the platform but also on

  why it improves yield, reduces defects, and enhances efficiency

  .

Precision Domain Experience

• Experience:

  10-15+ years of experience in

  manufacturing/precision engineering

  —ideally with exposure to CNC, machining, or industrial automation.

• Industry Leadership:

  Strong understanding of shop-floor operations, tolerances, calibration, inspection, and quality frameworks. Hands-on familiarity with

  ERP/MES systems

  is a must.

• Quality & Process Expertise:

  Deep practical understanding and experience with 

  quality management systems like Six Sigma, Lean Manufacturing and Kaizen)

  and manufacturing compliance standards.

• Customer Centric Engagement:

  Proven experience in

  training, consulting, coaching and / or mentoring

  within manufacturing/industrial SaaS or engineering organizations, with the ability to explain complex technical concepts to diverse audiences (operators to executives).

• Process-Oriented & Problem-Solver:

  Methodical in documenting workflows and possessing a proactive, action-oriented approach to resolving customer adoption challenges.

• Excellent Communicator:

  Able to speak with confidence and clarity to all levels of an organization and align cross-functional teams (sales, engineering, product) for seamless delivery.

Interview Process

domain depth in precision engineering, strategic customer management experience, training capability, communication and problem solving skills

Contact

careers@novatro.ai