Customer Success Associate
Instrumental
Sales & Business Development, Customer Service
Shenzhen, Guangdong, China
Posted on Oct 7, 2025
Customer Success Associate
Shenzhen
In office
Full-time
Instrumental is the leader in AI for manufacturing and is used by the world’s most admired electronics brands to accelerate revenue and reduce costs. Our AI cloud platform leverages visual inspection and functional test data to expedite failure analysis and improve throughput.
We’re seeking a Customer Success Associate to join our team and help scale our ability to deliver world-class manufacturing AI solutions. This role will have a direct impact on the success of Instrumental’s customer programs.
This role is ideal for a professional with a background in manufacturing design, quality control, or technical program management — someone who thrives at the intersection of customer engagement and engineering excellence. As a Customer Success Associate, you will support senior Customer Success Managers in engaging with our customers, ensuring smooth execution of customer programs, and driving adoption of Instrumental’s solutions. You’ll also play a hands-on role in reviewing and analyzing customer image data in our application to ensure high-quality outcomes.
Come join us if you are passionate about improving electronics manufacturing, love working with a global team, and are energized when traveling to factories across Asia, North America, and the world. The ideal candidate is multi-faceted, technically savvy, organized, and deeply customer-oriented.
What You’ll Be Doing:
- Set Up Customer Program Environment: Ensure high-quality data ingestion post-deployment and prepare the customer environment for anomaly and defect detection. Avoid errors that could undermine AI model performance or user experience.
- Support Customer Training: Prepare training materials, send outreach emails, and lead training sessions.
- Provide Customer Support: Promptly process and close customer support tickets, seeking internal assistance for issue resolution.
- Drive Customer Wins: Deliver program value by conducting defect hunts, optimizing customer workflows, and providing key data insights.
- Travel to Customer Sites: Provide on-site training and support, cultivate relationships with both factory and brand stakeholders, and identify opportunities for continued success.
- Process Improvement and Issue Escalation: Maintain process discipline by following established workflows. Proactively identify and flag unusual data patterns, environment changes (like new SKUs or lighting issues), or ambiguous cases, escalating them to senior team members to ensure the best possible results.
What You Have:
- 2-3 years of work experience in a manufacturing, process or mechanical engineering, quality inspection or customer-facing role, ideally in the high tech electronics industry.
- 1-3 years in a training role, instructing courses on technical applications, preferred.
- Strong attention to detail with the ability to perform repetitive tasks consistently and accurately.
- Excellent written and spoken communication skills in both Mandarin and English required.
- Strong interpersonal and communication skills; natural relationship-builder.
- Effective project coordination skills, including task prioritization and clear, proactive escalation.
- Ability to learn quickly, follow structured processes, and apply feedback to improve program results.
You’re encouraged to apply even if your experience doesn’t precisely match the job description.
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Req ID: R26