Customer Success Lead for Industrial AI Platform

Pelico; Ohio; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Pelico is hiring in the United States for a Customer Success/Support oriented role. You will drive post-onboarding adoption across enterprise sites, translating live supply chain data into practical daily routines for plant managers and operational teams.

The role requires 1–2 years in CS/Tech Support within a B2B SaaS or industrial setting, with strong analytical skills, SQL, and experience using Intercom, Zendesk, HubSpot, Grafana, and Git.

Qualifications

• Master’s degree in Industrial Engineering, Supply Chain Management, Computer Science, Operations, or related technical/analytical field.
• 1–2 years of experience in Customer Success, Technical Support, CX Operations, or Supply Chain Consulting in a B2B SaaS or industrial environment.
• Analytical & Technical Aptitude: comfortable working with data sets, querying databases, SQL and leveraging tools like Intercom, Zendesk, HubSpot, ServiceNow Metabase, Grafana, Git.
• Excellent written and verbal communication skills in English; adaptable to dual-location experience in Paris and Miami.
• Hands-on experience with AI-assisted workflows and a genuine interest in staying at the frontier of tooling.

Responsibilities

• Drive End-to-End user adoption: Own post-onboarding platform adoption across enterprise factory sites, translating live data into daily routines.
• Lead client governance & value reviews: Prepare and execute governance reviews covering SLAs, usage metrics, feature upgrades, to build trust with stakeholders.
• Master technical Troubleshooting (Level 2): Conduct investigations using SQL, VMs, Grafana to identify data issues and route feedback to Product/Engineering.
• Deliver proactive user training: Identify weak signals and deliver training sessions and guides to close knowledge gaps.
• Champion the Customer Voice: Translate pain points and feature requests into Customer Insights for Pelico’s roadmap.
• Support Operational Rotations & Reliability: Participate in monitoring rotations, release testing, and incident management to ensure SLA adherence.

Skills

SQL

Data analysis

Communication

Mobility

AI tools

Education

Master’s in Industrial Engineering

Master’s in Supply Chain

Master’s in Computer Science

Tools

Intercom

Zendesk

HubSpot

ServiceNow

Grafana

Git

Job description

Pelico is hiring in the United States for a Customer Success/Support oriented role. You will drive post-onboarding adoption across enterprise sites, translating live supply chain data into practical daily routines for plant managers and operational teams.

The role requires 1–2 years in CS/Tech Support within a B2B SaaS or industrial setting, with strong analytical skills, SQL, and experience using Intercom, Zendesk, HubSpot, Grafana, and Git.