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 world’s 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 world’s largest enterprises — including Shell, Hess, Cenovus Energy, W.R.Grace, 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.
• 15–20% 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 3–5× greater value than point solutions through unified OT–IT execution, AI/vision innovation, and field-proven ROI.

Our growth is backed by Tiger Global Management and Vista Equity Partners, one of the world’s 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 — SLM’s, 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 implementation—owning 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 realization—not 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 customer’s 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

• 8–12 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 skills—able 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 mindset—drives 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 alone—you 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.