Senior Customer Success Manager Value Realization (EAM / Connected Worker)

Location: Hyderabad/Bangalore India
Employment Type: Full-Time; Salaried
Travel Type: 20-30% (India Selctive Global Customer Travel)
Compensation: Base Salary Bonus Stock Options Medical

Job Description

About Us

Innovapptive is a category-defining SaaS company building the worlds most advanced AI-powered Connected Worker Platform for the industrial sector. Headquartered in Houston TX and backed by Vista Equity Partners Innovapptive is on a mission to reimagine how industrial work gets done connecting frontline workers back-office systems and assets in real time to drive higher safety reliability and productivity.

Our platform is trusted by some of the worlds largest enterprises including Shell Hess Cenovus Energy Westlake Chemicals UNICEF Kimberly Clark Scott Miracle Gro and Newmont Mining to name a few and across chemicals energy mining and manufacturing industries. These customers have achieved tangible hard-dollar results such as:

• Over $40 million in annual EBITDA savings at a single enterprise.
• 10 frontline productivity improvements through mobile-first and AI-enabled workflows.
• 1520% maintenance cost reductions and significant uptime gains across plants and sites.

Innovapptive is recognized by leading industry analysts for its differentiated value creation model:

• Named a Leader in the Frost & Sullivan Industrial Connected Worker Radar.
• Featured by Gartner in Connected Factory Worker research and the Hype Cycle for Manufacturing Operations Strategy.
• Cited by LNS Research for delivering 35 greater value than point solutions through unified OTIT execution AI/vision innovation and field-proven ROI.

Our growth is backed by Tiger Global Management and Vista Equity Partners one of the worlds premier software investors known for scaling high-performance SaaS companies. Together we are building the next-generation AI Powered Connected Worker Platform combining cutting-edge technologies SLMs Generative AI Computer Vision and Intelligent Orchestration into a unified system that transforms plant operations globally.

Today with over 300 employees across the U.S. India and ANZ Innovapptive stands at a pivotal inflection point: with an ambition to scale to $100M ARR within the next 3-4 years by industrializing every aspect of our product engineering and customer delivery systems.

The Role Why This Is Different

This is not a traditional Customer Success Manager role.

The Senior CSM Value Realization is a hybrid of Customer Success Leader EAM Digital Transformation / Value Consultant.

Your mission begins after implementationowning Value 360 realization ensuring customers translate usage into financial outcomes and sustaining those outcomes through governance operating rhythm and change management.

You will act as a trusted advisor to plant leadership reliability heads and operations executives driving measurable results such as:

• Maintenance cost reduction
• Increased wrench time & schedule compliance
• Backlog reduction
• Improved asset uptime
• Workforce productivity gains
• EBITDA expansion

How You Will Make An Impact.

1. Value 360 Ownership & Financial Impact Realization

Own post-go-live value realization for a portfolio of large global enterprise customers.

Lead Value 360 programs translating Innovapptive adoption into quantified business outcomes.

• Build and present value cases ROI models and EBITDA impact summaries for C-level and VP stakeholders.
• Track govern and continuously expand realized value across sites plants and user personas.

2. Deep EAM / Maintenance & Reliability-Led Transformation

• Act as a domain authority across:
  • Work Identification
  • Planning & Scheduling
  • Execution
  • Closure
  • Preventive & Predictive Maintenance
• Partner with plant maintenance leaders planners schedulers supervisors and reliability engineers.
• Diagnose operational inefficiencies and align Innovapptive workflows to industry best practices.
• Guide customers on backlog reduction downtime avoidance and workforce productivity improvement.

3. Adoption Strategy & Operational Change Management

• Analyze usage data workflow adherence ticket patterns and adoption blockers.
• Convert insights into prescriptive adoption playbooks and operating cadences.
• Drive frontline behavior change through persona-based enablement and governance.
• Ensure Innovapptive becomes embedded into daily execution not treated as a tool.

4. Executive Engagement & Governance

• Own QBRs / MBRs focused on value realizationnot feature reviews.
• Facilitate executive-level conversations linking operational metrics to financial outcomes.
• Establish governance models to sustain value realization across multi-site deployments.
• Act as the primary escalation owner for value adoption and outcome-related risks.

5. Cross-Functional Orchestration

Work closely with:

• Product & Engineering feedback on gaps defects and roadmap priorities rooted in customer impact
• Professional Services ensure handover completeness and value continuity
• Support resolve systemic issues impacting adoption and outcomes
• Sales & Account Executives support renewals expansions and value-backed growth motions
• Be the voice of the customers operational reality inside Innovapptive.

6. Renewals Expansion & Growth Enablement

• Own renewal readiness by proving realized value well before renewal cycles.
• Identify expansion opportunities across:
  • Additional plants / sites
  • New personas (operations warehouse reliability)
  • Additional Innovapptive module
  • Partner with Sales to support value-based upsell and cross-sell motions.

7. Customer Advocacy & Thought Leadership

Develop customer champions and executive sponsors.

• Identify and support case studies reference accounts and value storytelling.
• Represent customer success stories internally and externally.

What You Bring to the Team

Required Experience & Background

• 812 years of experience across:
  • Customer Success
  • Value Consulting
  • Digital Transformation
  • EAM / Maintenance & Reliability leadership
• Strong hands-on experience with EAM / ERP systems (SAP PM preferred; Maximo a plus).
• Proven ability to translate operational improvements into financial outcomes.
• Experience working with large asset-intensive enterprises across multiple plants.
• Comfortable engaging with plant leaders reliability heads and executive stakeholders.
• Strong analytical skillsable to connect data workflows and outcomes.
• Experience in SaaS or industrial digital platforms preferred.

Core Competencies

• Deep understanding of maintenance & reliability operating models
• Strong executive communication and storytelling skills
• Ability to influence without authority
• Structured problem-solving and value articulation
• High ownership mindsetdrives outcomes not activity
• Comfortable operating in ambiguity and fast-paced environments
• Customer-obsessed value-first orientation

Why This Role Matters

This role sits at the intersection of product operations and financial value.

You are not measured by NPS aloneyou are measured by real-world impact.

If you want to:

Be accountable for customer EBITDA outcomes

• Operate as a trusted advisor not a support function
• Shape how industrial enterprises modernize frontline execution. This role is built for you.

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race color religion or creed alienage or citizenship status political affiliation marital or partnership status age national origin ancestry physical or mental disability medical condition veteran status gender gender identity pregnancy childbirth (or related medical conditions) sex sexual orientation sexual and other reproductive health decisions genetic disorder genetic predisposition carrier status military status familial status or domestic violence victim status and any other basis protected under federal state or local laws.