IDS Infotech Limited
Website:
idsil.com
Job details:
Hi,
We at IDS are hiring for Senior Customer Success Manager -(Global Enterprise Accounts – AI-assisted CNC)
Location: Chandigarh, India
URL to refer :https://www.lambdafunction.ai/
About Lambda Function
Lambda Function is building next-generation AI-assisted CNC programming and machining
software that integrates directly into leading CAM platforms such as Siemens NX, Mastercam,
and Autodesk Fusion 360. Our platform enables manufacturers to reduce programming time,
improve process consistency, and unlock adaptive learning across machining operations.
We work with mid-to-large global manufacturers across Aerospace, Automotive, Defense, and
Energy sectors in North America and Europe.
Role Overview
We are seeking a Senior Customer Success Manager (CSM) to lead execution of customer
engagements across pilot programs and production deployments for global enterprise
customers.
This role is based in India but operates in a high-touch, global customer environment, working
closely with stakeholders in North America and Europe.
You will:
● Own day-to-day execution and delivery of customer engagements
● Partner closely with Lambda Function leadership, who will support key executive
interactions
● Play a critical role in pilot success, production rollout, and long-term adoption
This is a mission-critical role tied directly to revenue realization and customer retention.
Key Responsibilities (KRAs)
1. End-to-End Customer Engagement Execution
● Own execution of customer lifecycle from pilot kickoff through production deployment
● Act as the primary operational point of contact for customers
● Ensure all engagements are structured, tracked, and delivered on time
2. Pilot Program Leadership (Core Focus)
● Drive structured pilot programs with:
○ Clear success criteria
○ Defined timelines
○ Measurable outcomes
● Ensure pilots demonstrate quantifiable business value (e.g., reduced CNC programming
time, improved machining efficiency)
● Support leadership in driving pilot-to-production conversion
3. Production Deployment & Adoption
● Ensure smooth transition from pilot to live production environments
● Drive:
○ User onboarding
○ Workflow integration
○ Adoption consistency
● Monitor and improve usage and engagement across customer teams
4. Global Stakeholder Management
● Work with engineering teams, manufacturing leads, and plant managers across NA/EU
● Maintain structured communication cadence:
○ Weekly/bi-weekly working sessions
○ Executive-ready updates (in collaboration with leadership)
● Ensure transparent, proactive communication on progress, risks, and outcomes
5. Customer Satisfaction & Risk Management
● Maintain high levels of customer satisfaction and trust
● Proactively identify:
○ Adoption risks
○ Delivery delays
○ Misalignment on expectations
● Drive timely resolution through internal coordination
6. Value Realization & Reporting
● Track and report on:
○ ROI metrics
○ Success criteria achievement
○ Operational improvements
● Build structured success reports for internal and customer stakeholders
7. Internal Coordination & Feedback Loop
● Work closely with product and engineering teams to:
○ Communicate customer feedback
○ Prioritize issues
○ Improve product capabilities
● Help build repeatable playbooks for pilots and deployments
Key Performance Indicators (KPIs)
Customer Success
● CSAT Score ≥ 90%
● Customer retention ≥ 95%
● Number of referenceable customers
Pilot & Conversion
● Pilot success rate (meeting defined success criteria)
● Pilot-to-production conversion rate (Target: ≥ 70%)
● Time-to-value (pilot start → measurable impact)
Adoption & Usage
● Active user adoption across customer accounts
● Feature utilization and engagement levels
● Reduction in post-deployment drop-offs
Execution Excellence
● On-time delivery of milestones
● SLA adherence for issue resolution
● Number and severity of escalations
Business Impact
● Demonstrated ROI (e.g., % reduction in CNC programming time)
● Contribution to expansion opportunities
Critical Role Expectations (India-Based, Global Coverage)
1. Time Zone Alignment (Non-Negotiable)
● Willingness to work overlapping hours with North America and Europe
● Typical working window: afternoon to late evening IST (e.g., 2 PM – 10 PM IST)
2. Communication & Executive Readiness
● Ability to communicate with global enterprise stakeholders clearly and confidently
● Deliver concise, structured, and insight-driven updates
● High responsiveness and ownership
3. Travel Requirement
● Willingness to travel internationally (North America / Europe) 2–4 times per year for:
○ Pilot kickoffs
○ Key deployment phases
○ Strategic customer engagements
4. Ownership Mindset
● Operates with high accountability and minimal supervision
● Thinks in terms of customer outcomes, not just task completion
Required Qualifications Experience
● 7–12+ years in Customer Success, Program Management, or Technical Account
Management
● Experience working with enterprise customers in NA/EU markets
● Proven track record of managing complex, multi-stakeholder engagements
Domain Expertise (Strongly Preferred)
● Background in:
○ CNC machining
○ CAM software (NX, Mastercam, Fusion 360)
○ Manufacturing engineering
Core Competencies
● Strong program management and execution discipline
● Excellent communication and stakeholder management
● Ability to operate in ambiguity and fast-changing environments
● Analytical mindset with focus on measurable outcomes and ROI
What Success Looks Like
● Pilots consistently convert into production deployments
● Customers achieve measurable, repeatable value
● Engagements run predictably, transparently, and on schedule
● Customers view Lambda Function as a trusted partner in their machining operations
Why Join Lambda Function
● Work at the intersection of AI and advanced manufacturing
● Exposure to global enterprise customers
● High-impact role tied directly to revenue and growth
● Opportunity to help define and scale the Customer Success function from the ground up
Please share your resume/ queries at careers@idsil.com
Click on Apply to know more.