Customer Success Associate

Thermax Limited; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Thermax Limited is seeking a Customer Success Associate to support the Digital Services team in establishing and executing customer success processes that maximize value delivery. The role focuses on improving adoption of digital solutions and customer satisfaction while ensuring recurring business through proactive account management.

You will coordinate onboarding, train customers on features, monitor usage and renewals, and collaborate with Sales, Product, and regional teams to translate

Qualifications

• Bachelor's degree in Engineering, preferably Mechanical, Electrical, Industrial, or Production.
• 2–5 years of experience in Customer Success, Service, Analytics or IoT/SaaS.
• Domain experience in Industrial Utilities (Compressor, HVAC, etc.) is preferred.
• Strong data analysis, MS Office skills, and ability to collaborate across regions.

Responsibilities

• Coordinate onboarding and deployment of solution features within timelines.
• Monitor account health, adoption, satisfaction, and renewal opportunities.
• Capture customer feedback and translate into actionable insights.
• Perform product demonstrations and trainings for customers and internal teams.
• Prepare MIS reports on account health, value delivery, and adoption.
• Collaborate with Sales/Product teams to drive value realization.

Skills

Customer success

Relationship management

Data analysis

Data modelling

SaaS solutions

MS PowerPoint & Excel

Cross-functional collaboration

Travel willingness

Stakeholder management

Education

Bachelor's degree in Engineering

Job description

TheCustomer Success Associate will support the Digital Services team inestablishing and executing customer success processes to institutionalize valuedelivery. The role will focus on enhancing customer value realization, drivingadoption of digital solutions, improving customer satisfaction, and ensuringrecurring business through effective account management and measurable businessoutcomes.

Key Responsibilities

1. Customer Success

• Coordinate customer onboarding and ensuredeployment of relevant solution features within predefined timelines.
• Deploy and train analytical models for relevantcustomer asset classes to deliver measurable business value.
• Monitor account health, solution adoption,customer satisfaction, and renewal opportunities.
• Manage relationships with key accounts andensure consistent engagement throughout the customer lifecycle.
• Support sales and product teams by collectingcustomer feedback and translating it into actionable insights.
• Conduct product demonstrations and trainingsessions for customers and internal stakeholders.
• Provide Demo’s and Trainings to Customers andinternal stakeholders
• Manage relationship with key accounts.
• Support businesses in tracking and ensuring solutionadoption, customer satisfaction, renewals, and customer success

2. Analytics

• Quantify and report customer impact, operationalimprovements, and savings generated through digital solutions.
• Develop use cases, engineering hypotheses, andcontrolled experiments to validate improvement opportunities.
• Analyse customer operational data to identifyperformance gaps and recommend actionable improvements.
• Develop the asset specific fault tree and MLmodel with accuracy.

Metrics Tracking and Compliance :

• Track and enhance key metrics: Usage andAdoption levels, NPS, Customer Lifetime Value, Churn/ Retention rates.
• Monitor customer success activities and maintainstructured records of customer engagements, actions, and outcomes.
• Prepare and disseminate periodic ManagementInformation System (MIS) reports highlighting account health, value delivery,adoption, renewals, and key performance metrics.

Key Initiatives :

• Periodically disseminate knowledge through MISreport
• Tracking of Competition –Positioning and valuedelivery.
• Provide inputs for Product enhancement
• RepresentDigital Services team in various internal forums and cross-functional groups

Qualification &Experience Required

Education

Bachelor's degree in Engineering, preferably inMechanical, Electrical, Industrial, or Production Engineering.

Experience

• Experience: 2 - 5 years
• Domain experience Specific to IndustrialUtilities Like Compressor, HVAC, Cooling Tower, Heaters etc.
• Functional Exposure: Customer Success/ Service/ Analytics / Processfor IoT/ SaaS solutions

Skillsets Required

• Must have experience in Utility or Power operation, Efficiency and performance monitoring.
• Expertise in SaaS Solutions
• Deep understanding of Customer Success and ValueDelivery mechanisms
• Customer/ Key Account Relationship Management
• Data analysis and data modelling
• Skilled in MS Office (PowerPoint and Excel)
• Soft Skills
• Customer first value mindset with value creationfocus
• Ability to collaborate with stakeholders acrossregions, SBUs and hierarchy
• Willingness to travel to customer and partnerlocations