Customer Success Specialist

Vaisala; Burlington (MA); Hybrid; USD 70,000 - 85,000; Full time

Job summary

Vaisala Inc. is seeking a Customer Success Specialist in the Boston area to build long-term relationships with customers, drive delivery of Vaisala products and services, and support renewals and growth.

The role emphasizes collaboration with inside sales, service delivery, and frontline teams to ensure high levels of customer satisfaction and successful outcomes. You will onboard customers, manage inquiries, and seek upsell and cross-sell opportunities while gaining global industry knowledge.

Qualifications

• Strong desire to help customers
• Excellent verbal and written communication
• Willingness to learn product knowledge
• Experience with CRM tools and channels

Responsibilities

• Onboard selected Vaisala customers and guide them through their journey
• Provide efficient, courteous customer service focusing on satisfaction and long-term relationships
• Develop understanding of service lab capabilities, processes, turnaround times, and offerings
• Respond to customer inquiries via phone and email per targets
• Manage and drive service contract renewals
• Act as liaison between customers and internal teams to ensure timely service
• Maintain calibration plans for customers
• Provide updates on order status and timelines to customers
• Identify opportunities for Vaisala sales teams through customer interactions
• Prepare and follow up on quotations and support order conversion
• Share customer feedback with internal stakeholders
• Ensure accuracy of customer and installed base data
• Maintain accurate CRM records of interactions and activities

Skills

Customer focus

Communication skills

Negotiation

Time management

Organizational skills

Interpersonal skills

Analytical thinking

Problem solving

CRM software

English fluency

Spanish helpful

Tools

Salesforce

SAP

SAC

MS Office

Job description

Customer Success Specialist

Location: Boston, US

Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. From predicting hurricanes to optimizing renewable energy production, our technology is used where it matters the most – from data centers, windfarms and laboratories to airports, the Arctic and even the surface of Mars. For a second year running, Vaisala got recognized in TIME Magazine's World's Best Companies in Sustainable Growth 2026 study. Our team of close to 2,500 experts and 62 nationalities around the world is committed to taking every measure for the planet. Driven by our shared purpose, curiosity, and pioneering spirit, we stay ahead and make a difference. At Vaisala, you don't have to fit in to belong.

Our employees demonstrate, uphold, support, and model the Vaisala Values: Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

Industrial Measurements business area serves a wide range of industries and applications ranging from pharmaceutical to food industries, and from warehouses to power transformers. It offers a broad range of accurate and reliable measurement instruments based on the cutting-edge technology to help our customers optimize their processes, improve efficiency, minimize energy consumption, and ensure the high quality of their end-products.

We are looking for a team member to join our organization as aCustomer Success Specialist at Vaisala Inc. located inBurlington, MA. You will join a growing team whose focus is to provide solutions to customers in a variety of industries and applications.

• Make a real impact: Play a pivotal role in a collaborative environment, supporting customers across a diverse range of high-tech industries.
• Innovate with purpose: Vaisala is a premium manufacturer of advanced sensing technology, empowering our customers to drive progress for industry and the planet.
• Grow with us: Enjoy excellent work/life balance in a culture that invests in your professional development and growth.
• Flexible work environment: We value face-to-face collaboration, but hybrid work and flexibility are the new norm. This role begins with full-time, in-person training and transitions to a hybrid model.

What’s your role?

As a Customer Success Specialist, you will help our customers achieve their goals with Vaisala’s products and services. Your focus will be on building long-term relationships, ensuring customer satisfaction, and driving growth by identifying upselling and cross-selling opportunities. Working closely with inside sales, service delivery, and Customer Frontline teams, you will directly impact service renewals and deliver solutions to a variety of customer needs while gaining valuable global industry expertise.

Key responsibilities:

• Onboard selected Vaisala customers and guide them through their journey
• Provide efficient, courteous, and professional customer service with a strong focus on customer satisfaction and long-term relationships.
• Develop and maintain a deep understanding of the service lab’s capabilities, processes, turnaround times, and service offerings.
• Respond to customer inquiries via phone and email in line with established response time targets.
• Manage and drive service contract renewals
• Act as a liaison between customers and internal teams (lab technicians, logistics and sales) to ensure smooth and timely service execution.
• Maintain calibration plans for customers
• Proactively provide updates on order status, potential delays, and completion timelines to keep customers informed.
• Identify and generate opportunities for Vaisala sales teams
• Prepare and follow up on quotations, ensuring timely customer responses and supporting order conversion.
• Gather and share customer feedback with internal stakeholders
• Ensure the accuracy of customer and installed base data
• Maintain accurate customer records and document all interactions, quotations, agreements, and activities in CRM systems.

What will you bring?

• A genuine desire to help customers and a passion for delivering exceptional service
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely
• Strong negotiation, interpersonal, analytical, and problem-solving skills
• Effective time management and organizational skills, with the ability to prioritize tasks
• Customer focus and the ability to communicate service features and benefits
• Willingness to learn market, product, and application knowledge
• Ability to interpret technical documentation
• Integrity and alignment with Vaisala’s values
• A collaborative mindset and the ability to work effectively across teams and departments
• Proficiency in CRM software (Salesforce, SAP, SAC preferred) and Microsoft Office Suite; basic knowledge of core business processes
• Fluency in English; bilingual Spanish speaker is a plus
• Previous experience in a similar role is ideal, but not required

ANTICIPATED SALARY RANGE: $70,000 - $85,000 base salary with an annual sales bonus plan (on top of base compensation). Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Additionally, we offer our employees a competitive benefits package which is outlined below. The recruitment process consists of 2 or 3 meetings, including a discussion with the team members.

Our benefits package includes: health, dental, and vision insurance, flexible spending accounts, company paid life, long and short term disability, 401(K) plan with company match, a variety of voluntary benefits programs, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.

To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended. As a federal contractor, Vaisala reserves the right to enforce government mandated vaccination requirements for its employees.

EOE Veteran/Disability

Vaisala is proud to be an Equal Opportunity Employer and is committed to providing equal employment opportunity for all persons in all facets of employment. All qualified applications will receive consideration for employment without regard to any legally protected status.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at [e-mail].