Customer Success Engineer – Analytics as a Service

Fairport, NY, United States

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 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.

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Ralliant Corporation Overview

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.

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.

Pay Range

The salary range for this position (in local currency) is 114600.00-212800.00