Customer Success Associate

Deploying an AI system into a live facility is only the beginning. The value shows up months later, in energy saved, equipment protected, and operators who trust the system enough to leave it running. Making that happen is the work of Customer Success.

As a Customer Success Associate, you own what happens after go-live. You will make sure every customer understands what the platform is doing, sees the value it is creating, and actually uses it as part of daily operations. You will be the person a facility manager calls when something looks unusual, and the person our product team listens to when deciding what to build next.

This is not a support desk role. In physical AI, customer success is a technical discipline. You are dealing with real assets, real energy bills, and operations teams who are professionally skeptical of anything that promises to run their plant better than they do. Winning that trust and keeping it is the job. The role suits an engineer who enjoys people as much as systems.

In This Role, You Will

• Own the pre and post-deployment relationship for a portfolio of industrial and commercial customers, serving as their primary point of contact and trusted advisor.
• Drive onboarding and adoption by training facility teams, operators, and management on the platform, and by establishing the routines that turn a new system into a daily habit.
• Track and report value realization energy savings, operational performance, asset health, system uptime and present results clearly to both engineering and executive stakeholders.
• Monitor account health proactively, identifying declining usage, unresolved issues, or unrealized value before the customer has to raise them.
• Systematically collect customer feedback, feature requests, pain points, and field observations, and relay them to the product and engineering teams with the context needed to act on them.
• Work closely with Forward Deployed Engineers and the platform team to resolve technical issues, tune system behaviour to site realities, and close the loop with the customer.
• Conduct regular business reviews with customers, translating platform performance into operational and financial outcomes that matter to their leadership.
• Identify opportunities for expansion across additional sites, assets, or capabilities, and support renewal and growth conversations.
• Build the playbooks, documentation, training material, and reporting standards that allow our customer success function to scale as the company grows.
• Contribute to company initiatives and support business activities on an ad hoc basis as required.