SMB Customer Success Engineer

Customer at TRACTIAN

The Customer team is the driving factor behind lifetime value, retention and expasion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, Unilever, Suzano, PepsiCo, and others. Every member of our team directly affects the results of our clients. As part of this team, you will be in contact with clients to understand their needs and help create solutions to improve their maintenance processes.

What you'll do

As an SMB Customer Success Engineer, you will serve as the primary point of contact for small and medium industrial clients. Your role is to ensure their success by guiding them through TRACTIAN’s solutions, addressing their maintenance challenges, and driving operational excellence.

Responsibilities

• Provide hands-on support to SMB clients, ensuring successful onboarding and implementation of TRACTIAN solutions.
• Monitor client performance metrics and proactively engage to reduce downtime and improve maintenance strategies.
• Deliver on-site training and guidance on predictive and preventive maintenance techniques.
• Collaborate with client teams on the factory floor to identify and address key operational pain points.
• Support up-sell and cross-sell opportunities by demonstrating the value of TRACTIAN solutions.

Requirements

• Bachelor’s degree in Engineering (Mechanical, Electrical, or Production) or related field.
• 2+ years of experience in maintenance, production, or industrial operations, ideally as a coordinator or supervisor.
• Practical knowledge of factory floor dynamics and maintenance processes.
• Strong communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience with tools like HubSpot and CRM systems is a plus.