OT Customer Success Architect

📋 Description

• • Own the post-sale journey for every OT (Operational Technology) customer, acting as their strategic guide from onboarding through expansion and renewal. You will translate complex industrial data challenges into clear, measurable success plans that prove ROI within the first 90 days.
• • Design and deliver tailored deployment architectures for manufacturing plants, power-generation facilities, oil & gas pipelines, water utilities, and other critical-infrastructure environments where uptime is measured in seconds and downtime costs millions.
• • Map OT protocols (Modbus, DNP3, IEC 61850, OPC-UA, CIP, BACnet, etc.) into Gravwell’s data-ingestion pipelines, ensuring that historians, SCADA systems, PLCs, and HMIs stream high-fidelity telemetry without impacting fragile control networks.
• • Build run-books and detection logic that turn raw sensor data into actionable alerts—spotting anomalous motor vibrations, suspicious remote-access attempts, or temperature excursions before they become safety incidents.
• • Run executive-level QBRs (Quarterly Business Reviews) with plant managers, CISOs, and OT engineering directors, presenting KPI dashboards that quantify risk reduction, mean-time-to-detect (MTTD), and cost savings achieved through Gravwell.
• • Champion customer feedback loops: translate field insights into clear product requirements for engineering, prioritize roadmap items that unblock OT use-cases, and beta-test new features in live customer environments.
• • Mentor junior CSMs and Solutions Engineers on OT security best practices, Purdue-level segmentation, and safe data-diode architectures so the entire post-sales team can scale globally.
• • Partner with Sales during pre-sale technical deep-dives, ensuring that proposed architectures are not only visionary but also 100 % implementable within the customer’s change-management windows and compliance mandates (NERC-CIP, IEC 62443, FDA CFR 21 Part 11).
• • Create reusable deployment templates, Terraform modules, and Ansible playbooks that shrink deployment time from weeks to hours, enabling customers to replicate success across multiple plants or drilling rigs.
• • Establish governance policies for long-term data retention in regulated industries—balancing 7-year audit requirements with hot-tier query performance—so customers never have to choose between compliance and speed.
• • Host monthly “OT Office Hours” webinars where customers share anonymized threat-hunting stories, fostering a community that learns from each other’s successes and missteps.
• • Track customer health scores in real time, proactively intervening when ingestion rates drop or query latency spikes, ensuring renewals and expansions happen naturally because value is undeniable.
• • Travel up to 25 % to customer sites for on-site workshops, brownfield assessments, and incident-response drills—always within the customer’s safety protocols and wearing the required PPE.
• • Contribute to Gravwell’s OT security blog and conference talks, positioning yourself and the company as thought leaders who understand both the bits and the bolts of industrial systems.