Vice President of Customer Success

Job Description

About Us:

Innovapptive is a category-defining SaaS company building the world s most advanced AI-powered Connected Worker Platform for the industrial sector. Headquartered in Houston, TX, and backed by Vista Equity Partners, Innovapptive is on a mission to reimagine how industrial work gets done connecting frontline workers, back-office systems, and assets in real time to drive higher safety, reliability, and productivity.

Our platform is trusted by some of the world s largest enterprises including Shell, Hess, Cenovus Energy, W.R.Grace, Westlake Chemicals, UNICEF, Kimberly Clark, Scott Miracle Gro, and Newmont Mining to name a few, and across chemicals, energy, mining, and manufacturing industries. These customers have achieved tangible, hard-dollar results, such as:

• Over $40 million in annual EBITDA savings at a single enterprise.
• 10 frontline productivity improvements through mobile-first and AI-enabled workflows.
• 15 20% maintenance cost reductions and significant uptime gains across plants and sites.

Innovapptive is recognized by leading industry analysts for its differentiated value creation model:

• Named a Leader in the Frost & Sullivan Industrial Connected Worker Radar.
• Featured by Gartner in Connected Factory Worker research and the Hype Cycle for Manufacturing Operations Strategy.
• Cited by LNS Research for delivering 3 5 greater value than point solutions through unified OT IT execution, AI/vision innovation, and field-proven ROI.

Our growth is backed by Tiger Global Management and Vista Equity Partners, one of the world s premier software investors, known for scaling high-performance SaaS companies. Together, we are building the next-generation AI Powered Connected Worker Platform, combining cutting-edge technologies SLM s, Generative AI, Computer Vision, and Intelligent Orchestration into a unified system that transforms plant operations globally.
Today, with over 300+ employees across the U.S., India, and ANZ, Innovapptive stands at a pivotal inflection point: with an ambition to scale to $100M ARR within the next 3-4 years by industrializing every aspect of our product, engineering, and customer delivery systems.

The Role

The Vice President of Customer Success will own the charter of transforming customer relationships from reactive support to strategic value creation. This is not a traditional SaaS Customer Success role it is a strategic advisory and solutioning leadership position that combines deep industry expertise, problem solving, and functional credibility across maintenance, reliability, operations, and supply chain.
The VP will guide customers through their operational transformation journey using Innovapptive s Value360 Playbook, helping them identify bottlenecks, eliminate adoption blockers, and achieve measurable financial and operational outcomes.
This leader will directly engage with frontline workers, supervisors, planners, and site directors, translating plant-level problems into digital, process, and behavioral solutions that drive adoption, renewal, and expansion.

What You Bring to the Team:

• Bachelors Degree in Engineering, Computer Science, or related field.
• 3 5 years hands-on experience in Demo Engineering / Pre-Sales Technical Support
• Hands-on experience of working in ERP/CMMS platforms (SAP PM, IBM Maximo preferred).
• Expertise in working as a demo engineer with any of the SaaS organizations is highly preferred.
• Solid problem-solving and troubleshooting skills
• Minimum of 1 year of Pre-sales or Solution Engineering experience in Products/Consulting/Solutioning Organization

Impact You ll Make

Strategic Customer Leadership

• Serve as a strategic advisor to executive sponsors, plant managers, and maintenance leaders, helping them achieve reliability, safety, and cost-reduction goals.
• Build a customer success framework anchored in operational excellence and financial value realization, not ticket closure or NPS alone.
• Use Innovapptive s Value360 methodology to baseline customer operations, identify opportunities for improvement, and build transformation roadmaps.
• Lead executive value reviews (QBRs) focused on ROI, cost savings, and throughput improvements rather than feature adoption alone.

Problem Solving & Solutioning

• Diagnose customer pain points and design To-Be processes leveraging Innovapptive s product modules across Operations, Maintenance, and EHS.
• Collaborate with Product and Solutions Engineering to create tailored configurations or process changes to accelerate adoption.
• Remove adoption blockers proactively whether they re process, people, or technology related.
• Guide customers to realize tangible business outcomes, not just usage metrics.

Expansion & Value Growth

• Partner with Sales to identify cross-sell and upsell opportunities driven by Value360 findings and customer maturity stages.
• Develop business cases that tie additional modules or expansions directly to quantifiable financial and operational outcomes.
• Create repeatable value-realization stories that become proof points for other accounts.

Leadership & Execution Excellence

• Build and lead a world-class Customer Success organization that blends customer advisory, domain expertise, and commercial acumen.
• Coach CSMs to act as trusted consultants capable of diagnosing customer processes, advising on optimization, and driving accountability.
• Define and enforce a governance cadence with documentation, RCA reports, adoption dashboards, and value scorecards.

• 15+ years of experience in Customer Success, Professional Services, or Value Advisory within industrial SaaS, EAM, or operations technology platforms.
• Deep domain expertise in Maintenance, Reliability, Operations, and EAM ideally having worked with or around SAP PM, IBM Maximo, Infor, Oracle, or AspenTech.
• Proven ability to bridge shop-floor operations and C-suite transformation goals, speaking both the language of reliability engineers and business executives.
• Strong analytical and financial fluency able to link operational improvements to EBITDA impact, OEE gains, or maintenance cost reductions.
• Experienced in leading distributed, global Customer Success teams serving enterprise industrial customers ($500K $5M ARR accounts).
• Hands-on, structured, and data-driven; capable of designing playbooks, templates, and governance systems from scratch.
• Inspirational leader with the gravitas to influence customer executives and mentor high-potential CSMs.

Success Metrics (FIRST 90-180 Days)