Customer Success Engineer

About Oden

Manufacturing is undergoing its fourth industrial revolution, with factory operations increasingly driven by real-time applications that combine process and context data with advanced ML and AI algorithms. This is unlocking a staggering opportunity to improve the efficiency and productivity of existing manufacturing processes. As a Manufacturing AI company, Oden is at the forefront of this revolution. We combine large-scale data processing architectures and advanced AI and ML algorithms within the Oden platform so manufacturing operations teams can continuously monitor, analyze, and optimize their production, across a diverse set of processes and conditions. Our goal is to maximize efficiency, sustainability, and competitiveness in the manufacturing domain - to help True Makers Make Things Better!

Culture

We obsess over customers. Everything we do is to create profound results and delight for our customers. Every Viking cares about the purpose of the product and company, and prioritizes work based on customer end results. When in doubt, we go to the Gemba – we’re happy to put on steel toe boots and hit the factory floor to work with the production manager. We move fast and follow through – we live by transparent and scientific thinking, act with urgency, and put in the work to find the best ideas with those around us. We elevate each other by giving and receiving direct, honest feedback and hold ourselves and others to a high standard to help the team rise, deliver, and win together. "Be True Makers to Serve True Makers."

Responsibilities

• Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers — working alongside Solutions Engineers to drive progress, resolve blockers, and keep implementations on track from kickoff through go-live
• Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers — structured, tracked, and iterated over time, not one-off sessions
• Drive change management at the account level: diagnose why adoption stalls — workflow friction, data trust gaps, organizational resistance — and build targeted plans to fix it, including coaching internal champions to sustain momentum
• Track adoption health across your account portfolio using platform data (users, active lines, feature penetration); surface risks proactively and drive resolution before they become commercial problems
• Articulate ROI in the customer’s language: OEE improvement, scrap reduction, yield gain, downtime avoided. Own the success metric narrative from first go-live through expansion readiness, and build the data story that justifies additional sites and use cases
• Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success. Working in close partnership with Sales to drive the account strategy and strengthen our executive customer relationships

Required Experience

• 4–6 years in a technical customer-facing role — solutions engineering, technical account management, customer success engineering, deployment support, or similar
• Deep customer-facing exposure to manufacturing, industrial operations, or operational technology environments — enough to be credible with a process engineer or plant manager from day one
• SQL proficiency: comfortable querying databases, building adoption reports, validating data outputs, and diagnosing data pipeline issues in a customer environment. Python scripting is a plus
• Demonstrated track record of driving adoption and behavior change in enterprise customer environments — not just delivering training, but the harder work of changing how people work
• Ability to communicate complex technical concepts clearly across operator, engineering, and executive audiences — and to translate platform outcomes into production impact metrics
• Self-directed in ambiguous environments: you will be active on accounts where deployment is still in progress; you do not need a clean slate to start, and you do not wait to be told what needs fixing
• Bachelor’s degree in engineering, computer science, industrial operations, or a related technical discipline
• Based in one of our hubs: NYC area, Atlanta, Boston, Austin, Houston, Chicago. We have an office in Union Square, NYC; all other locations are remote
• Willingness to travel to customer sites ~25–40% depending on customer phase and active deployment activity

Nice to Have

• Direct experience working in manufacturing operations, industrial engineering, reliability, or OT — having worked on or alongside a production floor
• Familiarity with OEE, fault analysis, predictive analytics, or production AI use cases in a manufacturing context
• Experience with data pipeline tooling (Airflow, Databricks, or similar) and BI or dashboard platforms
• Prior experience at a growth-stage industrial technology or SaaS company (30–200 people)
• Experience working with manufacturing execution systems (MES), SCADA, or advanced analytics platforms in a customer-facing capacity