Customer Success Engineer – Analytics as a Service

Position Summary

The Customer Success Engineer owns the complete customer journey from signed order through deployment, adoption, measurable customer outcomes, renewal and expansion. This role combines technical implementation, DevOps coordination, customer consulting and AI-enabled process design. The objective is to create a highly scalable customer success operating model capable of supporting a rapidly growing global SaaS business with minimal additional resources. This position is equally responsible for ensuring customer value realization and continuously improving the product through structured Voice of Customer feedback loops.

Primary Responsibilities

• Customer Journey Ownership: Own the complete lifecycle: Order, Planning, Data Integration, Deployment, Validation, Training, Adoption, Value Realization, Expansion and Renewal.
• Customer Success Playbooks: Develop Standardized Workflows for onboarding, implementation, customer reviews, renewal planning, expansion opportunities, executive reporting.
• Service Deployment: Lead deployment of two analytics services and expand into future ones. Coordinate with DevOps, Product Owner, Engineering, Sales, Customer IT organizations.
• Voice of Customer: Partner with the Product Owner and Product Manager to establish structured VOC processes including: Follow Me Home visits, Customer Advisory Boards, Early Adopter Councils, Customer health scoring, Usage analytics. Translate customer insights directly into prioritized product improvements.
• Service Reliability: Partner Closely With DevOps To monitor service health, improve uptime, reduce deployment effort, automate provisioning, automate monitoring, improve operational maturity.
• AI-enabled Scaling: Develop AI-powered Customer Success Capabilities Including automated onboarding, AI knowledge assistants, customer self-service, deployment automation, health score prediction, proactive support, AI-generated customer reports, automated documentation, workflow orchestration.
• Customer Value Realization: Ensure Every Customer Receives Measurable Business Outcomes Through adoption tracking, KPI dashboards, ROI reporting, executive value reviews, success plans.

Required Experience

• 8+ years industrial software deployment
• Experience with SaaS, Networking and Cybersecurity implementation issues
• Experience with cloud platforms
• Experience managing enterprise customers
• Strong project leadership
• Excellent customer communication
• Experience working alongside software engineering organizations

Preferred Experience

• Industrial domains including: Utilities, Power systems, Asset monitoring, Industrial IoT, Digital services

Success Measures Within 12 Months

• Standardized deployment methodology established
• Deployment time reduced significantly
• Customer onboarding largely automated
• Strong renewal readiness across install base
• Product feedback loops operating continuously
• Successful deployment of all targeted pilot and paid projects

Travel

Approximately 30–40% domestic and international travel

About Qualitrol

QUALITROL manufactures monitoring and protection devices for high value electrical assets and OEM manufacturing companies. Established in 1945, QUALITROL produces thousands of different types of products on demand and customized to meet our individual customers' needs. We are the largest and most trusted global leader for partial discharge monitoring, asset protection equipment and information products across power generation, transmission, and distribution. At Qualitrol, we are redefining condition-based monitoring.

About Ralliant Corporation

Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.