Quality Insights Lead
Leads customer success post-onboarding for enterprise manufacturing clients, monitoring platform usage, driving adoption, resolving issues, and identifying expansion opportunities. Requires 2-4 years in customer success or solutions with strong data fluency and SaaS experience.
About the job
Key Responsibilities
- Serve as the primary point of contact for customers following initial onboarding and deployment
- Deliver ongoing program updates and operational check-ins to key customer stakeholders
- Proactively monitor account health and platform usage to drive adoption and value realization
- Support customer issue resolution, including preparation, live syncs, and post-meeting follow-ups
- Partner with Sales, Product, and Engineering to deliver a seamless customer experience across touchpoints
- Translate customer goals into platform configurations, success plans, and measurable outcomes
- Identify expansion opportunities and partner with Sales on renewal and upsell efforts
Requirements
- 2-4 years of experience in customer success, solutions, consulting, or technical project delivery
- Strong data fluency; ability to interpret operational data, generate insights, and inform decision-making
- Ability to drive projects forward within a PMO or structured project delivery environment
- Strong written and verbal communication skills; comfortable leading customer-facing conversations
- Detail-oriented and organized; able to manage multiple workstreams across internal and external stakeholders
- Experience managing and configuring SaaS platforms to support customer onboarding, optimize workflows, and ensure successful solution delivery
- Passion for AI, enterprise software, or manufacturing technology
Preferred Qualifications
- Experience in a hybrid technical + business-facing role (e.g., solutions engineer, technical CSM, implementation specialist)
- Background in consulting, analytics, or systems integration is a plus
- Exposure to data tools or platforms (e.g., Looker, Tableau, Snowflake, Postgres)
- Prior experience supporting enterprise clients or highly regulated industries
- A builder mindset with comfort in low-structure environments
Skills
SaaS Platforms, Data Analysis, Looker, Tableau, Snowflake, Postgres, Customer Success, AI, Project Management, Saas Configuration
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