Customer Success Operations Manager

About the Role

• Location : New Delhi / Gurugram, India
• Availability : Hybrid (2–3 days on-site / week) with overlap to customer time zones (US / Australia) as needed.
• Function : Customer Onboarding, Operations & Servicing
• Reports to : COO
• Works with : Onboarding, Operations, Data science, Dev & Sales Teams

As the Project manager for customer onboarding & operations you will own the end-to-end onboarding for new enterprise customers and ensure stable, value-visible onboarding and operations post go-live. Turn our stage-gated delivery into a ClickUp-automated operating system—reducing time to first data / insight, keeping data within SLOs, and making business impact visible at Monthly & Quarterly Business Reviews (MBRs & QBRs). Combine program management, OT / IT integration coordination (OSIsoft PI, Honeywell PHD / IP.21, OPC UA / MQTT), and hands-on ClickUp administration to run a repeatable “onboarding factory.”

Key Outcomes / Success Metrics

schedule variance <

10% .

Time to first insight ≤ 35 days (trend improving month-on-month).

Time to first insight ≤ 28 days (trend improving month-on-month).

3 days per project.

90% with +10% per quarter

expansion briefs triggered on schedule.

Key Deliverables :

formal handoff package to Customer Support / RML Team.

Responsibilities :

Program / Project Delivery

own RAID and change control.

centrifugal / reciprocating / screw compressors).

unblock risks within 24 hours via escalations.

ClickUp Workspace Architecture & Automation (hands-on)

recurring tasks.

Coordinate Integrations & Data Readiness

maintain critical path.

Setup & Configuration (Onboarding Factory)

KPI Definition, Tracking & Reporting

Stakeholder & Customer Rhythm

keep meetings decision oriented.

ensure clean handoffs to Remote Monitoring / CS.

manage changes vs SOW.

Documentation & Enablement

Experience

industrial analytics / IIoT / APM preferred.

risk management (critical path, dependencies, escalations).

pro spreadsheet skills.

Preferred Qualifications

not mandatory if experience shows equivalent rigor.

Tools

Git for config versioning (optional).

Soft Skills

About Mechademy

Mechademy is a next-generation prescriptive analytics company serving leading industrial giants. Our flagship product, Turbomechanica, transforms raw Industrial IoT sensor data into actionable, real-time insights through a powerful diagnostics engine that blends Physics-based Models, Machine Learning, Generative AI, and Large Language Models (LLMs). By leveraging Agentic AI workflows, Turbomechanica not only diagnoses equipment problems early but also recommends prescriptive actions, reducing downtime and enabling predictive maintenance at scale. With our mission-critical monitoring solutions, reliability, accuracy, and client trust remain at the core of everything we build. As we continue to scale, we are investing in a world-class process driven engineering function to ensure resilience, speed, and confidence across our product ecosystem, enabling the future of AI-driven industrial reliability management.

More about us :

What We’re Looking For

Are you ready to push boundaries and create impact? We're looking for innovative, analytical thinkers with a passion for leveraging cutting-edge technology to solve complex challenges. You’re an ideal candidate if you :

Why Mechademy?

Kickstart your career with a company that’s fun, innovative, and shaping the future of the oil and gas industry. Mechademy is where cutting-edge predictive analytics meets a culture of collaboration and creativity. We’re not your typical start-up company – we thrive on solving complex challenges with technology, fostering growth, and making an impact. Whether you're diving into groundbreaking projects, learning from industry leaders, or enjoying team outings, you’ll feel valued and inspired every step of the way.

What We Offer

At Mechademy, your ideas matter, your growth is our priority, and your future starts now.