Customer Success Advocate (SME)

UptimeAI (www.uptimeai.com) is a Venture Capital funded startup that is reinventing manufacturing operations with enterprise AI software for heavy industries like refining, chemicals, and renewables. UptimeAI offers AI based virtual assistant for machines and process operators to help them solve reliability and performance problems faster like the experts. UptimeAI uniquely combines the latest AI techniques, 200+ years of operational knowledge, and self-learning workflows to maximize operational margins.

About this role:

The Customer Success Advocate serves as the primary point of contact for customers, acting as a trusted advisor who understands their technical and operational workflows, KPIs, and pain points. This role is pivotal in ensuring customers derive maximum value from the UptimeAI platform.

We are seeking dynamic, innovative individuals with strong organizational skills to contribute to our customers' success through proactive engagement and collaborative experiences. As a Customer Success Advocate, you will play a key role in driving customer adoption, satisfaction, and value realization through the UptimeAI platform

What You'll Do:

• Serve as a Subject Matter Expert in predictive analytics, operations & maintenance, chemical engineering, and asset performance management for the process and manufacturing industries.

• Increase adoption and value capture by empowering and guiding customers to become self-sufficient on the UptimeAI platform, enabling them to review and respond to alerts independently.

• Collaborate with customers continuously to identify and realize value opportunities using the UptimeAI platform.

• Conduct in-depth training sessions for customers and address inquiries to enhance their knowledge of the platform.

• Understand customers' business goals, initiatives, and the value they derive from UptimeAI's solution.

• Identify additional use cases and features that can further enhance the value customers achieve.

• Efficiently address customer needs and contribute to process improvements for greater efficiency.

• Engage with customers and prospects in person for operational workshops (approximately 30% travel).

• Support internal stakeholders by generating case studies and value stories.

• Have familiarity with RCM, FMEA, and maintenance strategies in process industries, as well as condition monitoring of process equipment.

• Collaborating with the product team to ensure the roadmap aligns with customer business needs.

Qualifications

Must Have:

• Proven Domain Expertise in Process Industries: Solid understanding of operations, maintenance, chemical engineering, or mechanical reliability in oil & gas, chemicals, or manufacturing (e.g., RCM, FMEA, Condition Monitoring).

• Familiarity with Asset Performance Management (APM).

• Ability to Translate Technical Insights into Business Value: Skilled at identifying how predictive analytics contributes to cost savings or risk reduction.

• Experience with Data Analysis: Ability to troubleshoot issues and identify improvement opportunities through data.

• Communication and Training Skills: Proven ability to conduct training, explain technical concepts clearly, and guide users toward self-sufficiency.

• Leadership in New Technology or Business Initiatives: Experience in rolling out new initiatives and successfully managing the adoption of technology or processes.

Strong Plus:

• Experience with SaaS Platforms or Digital Tools: Ideally with platforms focused on AI/ML, predictive maintenance, or industrial analytics.

• Familiarity with Customer Success Methodologies: Including driving adoption, managing stakeholder relationships, and aligning delivery to customer value milestones.

Measures of Success

Lagging KPIs:

Net Dollar Retention (NDR)

Leading KPIs:
The success of a Customer Success Advocate will be measured by the Customer Health Score, which combines platform engagement, customer satisfaction, and value enablement.