Customer Success Executive

Instrumental helps the world’s most admired electronics brands build better hardware -- delivering 3mo payback periods and improving the most critical manufacturing metrics. We drive the digital transformation of quality, inspection, and testing with data analysis & AI products. Hardware engineering, manufacturing operations, and quality teams leverage Instrumental’s manufacturing platform to accelerate development time, improve yields, and reduce field failures.

The Customer Success Executive role drives not just client retention but also fueles account expansions that make a tangible impact on our business. As a Customer Success Executive, you will be ensuring our clients' ongoing success and maximizing the value they derive from our platform. You will be the primary point of contact for our largest multinational clients – deeply understanding their businesses, being hands-on with embedding our technology in their processes, and expanding our relationships to other top-level executives in the org.

Key Responsibilities/What You'll Own:

• Identify expansion opportunities by understanding our clients’ product roadmap and manufacturing strategy. 
• Cultivate new strategic relationships with client stakeholders, gaining insights into their organizational goals and to help to achieve them quarter after quarter.
• Perform executive business reviews with clients to showcase the results and impact attained through the Instrumental platform. Leverage these reviews to spotlight potential expansions and address any concerns that may arise.
• Leverage data and analytics to track client usage, engagement, and satisfaction levels to proactively resolve issues and pinpoint growth opportunities.

Qualifications:

• Demonstrated success in Customer Success, Account Management, Sales (expansion), or related roles with direct account and expansion ownership selling to executives
• Direct experience with hardware development or manufacturing businesses and a deep understanding of how to transform movement in specific KPIs such as yield, throughput, and quality to business & operational value
• Strong interpersonal skills – you are a natural team player who leads from the front and by example; you enjoy engaging and building relationships with new people
• Exemplary written and verbal communication skills, with a knack for executive presentations
• A strategic mindset, with the ability to set the right goal, build an operational plan, and deliver

This position requires access to items and data that are developed under U.S. government contracts and subject to dissemination controls that limit access to U.S. citizens only.

The following is a representative annual base salary range for this position within the Bay Area: $117-155k. This position is additionally eligible for substantial variable incentives. In addition, job level and salary opportunities are evaluated through our interview process – we review the experience, knowledge, skills, and abilities of each applicant.

Instrumental is proud to offer a highly-rated variety of benefits, including health, vision, dental, commuter plans, and parental leave.