Customer Success Engineer (Direct Hire)
Location – REMOTE - Approximately 60% Travel (home weekends)
Requisition: 7726
Annual Salary Range: $125,000 - $140,000 base salary plus 10% bonus.
Individual salaries are based on education, geographic location, and alignment to the market data.
SUMMARY:
The Customer Success Engineer is responsible for helping manufacturing customers maximize the value of a cloud-based Industrial IoT platform by implementing digital solutions, providing technical support, delivering customer training, and transforming operational data into actionable insights. This role serves as the primary technical resource following implementation, ensuring successful platform adoption, customer satisfaction, and long-term value realization.
RESPONSIBILITIES:
- Manage a portfolio of manufacturing customers and support successful adoption of Industrial IoT and cloud-based software solutions.
- Lead customer onboarding, implementation, user training, and deployment of digital solutions.
- Understand customer manufacturing processes, technical environments, and business objectives to develop implementation plans, including network architecture, data connectivity, and deployment strategies.
- Configure customer solutions, including process data mapping, validation, and system setup.
- Analyze operational and production data to generate meaningful insights and identify opportunities for continuous improvement.
- Collaborate with customers and internal engineering teams to define technical requirements and implement effective solutions.
- Provide first-level technical support and troubleshoot customer issues to ensure reliable platform performance.
- Deliver technical presentations and training sessions for customers and internal teams.
- Coordinate with project management, product development, engineering, and sales teams to ensure successful project execution.
- Monitor customer adoption and identify opportunities to expand platform usage and additional software capabilities.
- Collect customer feedback and communicate enhancement recommendations to product development teams.
- Document implementation processes, customer configurations, and best practices to support continuous improvement initiatives.
REQUIREMENTS:
- Bachelor's degree in Engineering, Manufacturing, Computer Science, or a related technical discipline; Master's degree preferred.
- Three or more years of experience in Customer Success, Process Engineering, Manufacturing Engineering, Industrial Automation, Field Applications Engineering, or a related customer-facing technical role.
- Experience supporting manufacturing, industrial, foundry, or automotive customers preferred.
- Familiarity with Industrial IoT technologies, cloud-based software platforms, industrial networking, and communication protocols such as OPC-UA.
- Strong analytical and problem-solving skills with the ability to interpret operational data and communicate recommendations.
- Excellent communication and presentation skills with the ability to explain technical concepts to customers at all organizational levels.
- Experience with Microsoft Office; CRM software experience preferred.
- Ability and willingness to travel approximately 60%, including occasional international travel.
BENEFITS:
- Medical insurance, dental insurance, vision insurance
- 401k including company match
- Paid vacation and sick time, paid holidays and birthday
- Short & long term disability, life / accidental / critical illness coverage
- Employee celebrations / appreciation events, service awards
