Customer Success Engineer

ABOUT ODEN: Manufacturing is undergoing its fourth industrial revolution, with factory operations increasingly driven by real-time applications that combine process and context data with advanced ML and AI algorithms. This is unlocking a staggering opportunity to improve the efficiency and productivity of existing manufacturing processes.  As a Manufacturing AI company, Oden is at the forefront of this revolution. We combine large-scale data processing architectures and advanced AI and ML algorithms within the Oden platform so manufacturing operations teams can continuously monitor, analyze, and optimize their production, across a diverse set of processes and conditions. Our goal is to maximize efficiency, sustainability, and competitiveness in the manufacturing domain - to help True Makers Make Things Better! CULTURE - We obsess over customers. Everything we do is to create profound results and delight for our customers. Every Viking cares about the purpose of the product and company, and prioritizes work based on customer end results. When in doubt, we go to the Gemba – we’re happy to put on steel toe boots and hit the factory floor to work with the production manager. - We move fast and follow through – we live by transparent and scientific thinking, act with urgency, and put in the work to find the best ideas with those around us. - We elevate each other by giving and receiving direct, honest feedback and holding ourselves and others to a high standard to help the team rise, deliver, and win together. - “Be True Makers to Serve True Makers.” We’re building a community that fuels innovation and accelerates our pace and impact. We always ask if there’s a better way to do something, even if it's unconventional – then we try it. We aim for bold yet simple solutions that cut through complexity and drive meaningful progress. Oden Technologies is looking for a Customer Success Engineer to own adoption and value realization across our enterprise manufacturing customer base. This role sits at the intersection of technical problem-solving and customer-facing enablement — working directly with operators, engineers, and plant managers to ensure that what gets deployed actually gets used, and that customers can measure the impact on their production outcomes. This is a broad, high-ownership role. You will be involved across the full post-sales lifecycle — from supporting deployments and coordinating with Solutions Managers & Engineers on technical execution, through to designing training programs, driving adoption, and building the commercial case for expansion. No two accounts look the same, and you will need to move fluidly between deep technical work and customer-facing enablement depending on where each account is and what it needs. You will partner closely with Solutions Engineers, who own deep system configuration and technical setup, while you own adoption, usage, and realized value at the customer. Responsibilities - Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers — working alongside Solutions Engineers to drive progress, resolve blockers, and keep implementations on track from kickoff through go-live - Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers — structured, tracked, and iterated over time, not one-off sessions - Drive change management at the account level: diagnose why adoption stalls — workflow friction, data trust gaps, organisational resistance — and build targeted plans to fix it, including coaching internal champions to sustain momentum - Use SQL and scripting to query platform data, validate deployed configurations, build adoption dashboards, and troubleshoot data pipeline and product issues at customer sites - Track adoption health across your account portfolio using platform data (users, active lines, feature penetration); surface risks proactively and drive resolution before they become commercial problems - Articulate ROI in the customer’s language: OEE improvement, scrap reduction, yield gain, downtime avoided. Own the success metric narrative from first go-live through expansion readiness, and build the data story that justifies additional sites and use cases - Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success. Working in close partnership with Sales to drive the account strategy and strengthen our executive customer relationships. - Close the feedback loop with Product and Engineering by translating field observations and product gaps into structured input that informs roadmap Required Experience - 4–6 years in a technical customer-facing role — solutions engineering, technical account management, customer success engineering, deployment support, or similar - Deep customer-facing exposure to manufacturing, industrial operations, or operational technology environments — enough to be credible with a process engineer or plant manager from day one - SQL proficiency: comfortable querying databases, building adoption reports, validating data outputs, and diagnosing data pipeline issues in a customer environment. Python scripting is a plus - Demonstrated track record of driving adoption and behaviour change in enterprise customer environments — not just delivering training, but the harder work of changing how people work - Experience designing and delivering technical training or enablement programmes for non-technical end users in industrial or operational settings - Ability to communicate complex technical concepts clearly across operator, engineering, and executive audiences — and to translate platform outcomes into production impact metrics - Self-directed in ambiguous environments: you will be active on accounts where deployment is still in progress; you do not need a clean slate to start, and you do not wait to be told what needs fixing - Bachelor’s degree in engineering, computer science, industrial operations, or a related technical discipline - Based in one of our hubs: NYC area, Atlanta, Boston, Austin, Houston, Chicago. We have an office in Union Square, NYC; all other locations are remote - Willingness to travel to customer sites ~25–40% depending on customer phase and active deployment activity Nice to Have - Direct experience working in manufacturing operations, industrial engineering, reliability, or OT — having worked on or alongside a production floor - Familiarity with OEE, fault analysis, predictive analytics, or production AI use cases in a manufacturing context - Experience with data pipeline tooling (Airflow, Databricks, or similar) and BI or dashboard platforms - Prior experience at a growth-stage industrial technology or SaaS company (30–200 people) - Background in adult learning design or structured training curriculum development - Experience working with manufacturing execution systems (MES), SCADA, or advanced analytics platforms in a customer-facing capacity Compensation We anticipate the base salary band for this role will be between $95,000 and $160,000, in addition to equity and benefits. This role may be hired at the Senior Associate level ($95,000–$130,000) or the Senior level ($115,000–$160,000). The salary at offer will be determined by factors such as the candidate’s experience, knowledge, skills, and abilities, as well as internal equity among our team. At this time, we cannot offer visa sponsorship. Candidates must be authorized to work in the United States without current or future employer sponsorship AT ODEN, WE ARE DEEPLY COMMITTED TO ENSURING THAT EVERY TEAM MEMBER IS ENGAGED IN WORK THEY ARE PASSIONATE ABOUT AND FIND FULFILLING. WE PRIORITZE YOUR CAREER DEVELOPMENT, OFFERING PERSONALIZED PATHWAYS FOR GROWTH AND ADVANCEMENT. OUR APPROACH IS TO ALIGN YOUR STRENGTHS AND INTERESTS WITH THE COMPANY’S GOALS, ENSURING THAT YOU NOT ONLY CONTRIBUTE MEANINGFULLY BUT ALSO PROGRESS STEADILY IN YOUR PROFESSIONAL JOURNEY, REACHING NEW HEIGHTS IN YOUR CAREER. WE’RE AN EQUAL OPPORTUNITY EMPLOYER (EOE).  DIVERSITY AT ODEN MEANS BUILDING A TEAM THAT IS RICH ACROSS ALL BOUNDARIES OF RACE, ETHNICITY, GENDER IDENTIFICATION, SEXUAL ORIENTATION, DISABILITY, RELIGION, AGE AND THINKING STYLE. WE WELCOME ALL BACKGROUNDS, LIFE EXPERIENCES, AND WORLDVIEWS AS THESE ARE THE CATALYST FOR THE RAPID EVOLUTION OF OUR PRODUCT AND OUR ORGANIZATION. DIVERSITY ALLOWS US TO TACKLE NEW CHALLENGES, EMBRACE CHANGE, MAKE WELL-INFORMED DECISIONS, AND ULTIMATELY MAKE THINGS BETTER. IN ALIGNMENT WITH OUR “PEOPLE FIRST” COMPANY VALUE, ODEN HAS A PASSIONATE INTERNAL TEAM DEDICATED TO THE PROMOTION OF DIVERSITY AND INCLUSION INITIATIVES AS A CORE COMPONENT OF OUR CULTURE. OUR DIVERSITY INITIATIVES APPLY TO OUR PRACTICES AND POLICIES ON RECRUITING, COMPENSATION AND BENEFITS; PROFESSIONAL DEVELOPMENT; PROMOTIONS; SOCIAL ACTIVITIES AND THE ONGOING DEVELOPMENT OF A PSYCHOLOGICALLY SAFE WORK ENVIRONMENT.