Customer Success Lead

3 days ago

Bengaluru, Karnataka, India Intellithink Industrial IoT Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Location:
Bangalore

Experience Level:
2+ years in Customer Success / Account Management (Process Industry preferred)

Reports To:
Head of Operations / CEO

About Intellithink

Intellithink is a pioneering company focused on
industrial AI, machine health, and predictive maintenance solutions
. Our flagship product, IntelliVibe, helps process industry customers optimize equipment performance, reduce downtime, and achieve operational excellence.

We work with leading organizations in
oil & gas, metals, mining, power, cement, and chemicals
, providing advanced services such as
vibration analysis, thermography, MCSA, and radiography
to enable
data-driven reliability
.

Role Overview

We are seeking a
Customer Success Lead
to
build strong relationships with process industry clients
, ensure successful adoption of our solutions, and
drive measurable business outcomes
. This role is a blend of
strategic account management
,
technical understanding
, and
customer advocacy
.

You will be the
voice of the customer
inside Intellithink, working closely with our product, engineering, and services teams to
maximize customer value and retention
.

Key Responsibilities
Customer Success Strategy & Ownership

  • Own the
    end-to-end customer lifecycle
    , from onboarding to renewal and expansion.
  • Develop
    success plans
    aligned with customer goals, focusing on
    downtime reduction
    ,
    asset reliability
    , and
    OEE improvements
    .
  • Track and report on
    customer health
    , adoption metrics, and ROI.

Account Management & Relationship Building

  • Build
    deep relationships
    with plant managers, reliability engineers, and leadership teams.
  • Act as the
    primary point of contact
    for key accounts, ensuring their needs are understood and met.
  • Conduct
    regular business reviews
    to demonstrate value and identify growth opportunities.

Technical Alignment & Solution Support

  • Understand process industry workflows and
    translate technical capabilities
    into business impact.
  • Collaborate with technical teams to
    solve customer problems
    , including condition monitoring, predictive analytics, and maintenance strategies.
  • Provide
    feedback to product and services teams
    to continuously improve offerings.

Customer Advocacy & Retention

  • Identify potential
    churn risks
    and proactively address them.
  • Champion customer needs internally, influencing product roadmap and service delivery.
  • Drive
    case studies and success stories
    to showcase tangible customer value.

Qualifications
Required

  • 3+ years
    in customer success, reliability engineering, or account management in
    process industries
    .
  • Strong understanding of
    rotating equipment, maintenance practices, and reliability engineering
    .
  • Excellent
    relationship management
    , negotiation, and communication skills.
  • Proven track record of
    driving customer adoption
    and delivering measurable results.
  • Ability to
    analyze technical data
    and translate it into actionable insights.

Preferred

  • Experience with
    predictive maintenance technologies
    like vibration analysis, or industrial IoT.
  • Knowledge of
    condition monitoring software
    and plant-level ERP/CMMS systems.
  • Background in
    engineering disciplines
    such as mechanical or electrical engineering.

Key Metrics for Success

  • Customer Retention Rate (CRR)
    and Net Revenue Retention (NRR).
  • Increased
    adoption rates
    of Intellithink's solutions.
  • Demonstrated
    reduction in downtime
    and improvement in asset performance for clients.
  • Positive
    customer satisfaction scores
    (NPS/CSAT).

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