Full-Time

Customer Success Management Digital Touch Manager

Updated on 9/3/2026

AspenTech

AspenTech

1,001-5,000 employees

Asset optimization software for process industries

No salary listed

Bengaluru, Karnataka, India

In Person

Bachelor's

Category
Customer Experience & Support (1)
Required Skills
Data Analysis

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Requirements
  • Bachelor’s degree required in engineering, computer science, business, or other related field.
  • Minimum of 5 years’ experience in similar role designing and launching digital platforms.
  • Minimum of 3 years’ of management experience and developing a team, leveraging a CRM tool or equivalent
  • Proven track record of leading digital touch projects, or equivalent, with innovation and collaborative, cross functional partnerships.
  • Excellent organizational and time management skills, able to work under pressure, analyze and prioritize effectively to move projects and initiatives forward.
  • Broad understanding of the current and emerging technology trends and developments.
Responsibilities
  • Design and implement a data-driven approach to customer success, utilizing customer health metrics and product usage to proactively address customer needs and mitigate attrition risks.
  • Design and utilize an Early Warning System to detect accounts which may have software usage or adoption risks leading to attrition or churn.
  • Design and sequence digital interactions across the customer journey that drive improved product adoption and value realization.
  • Build the processes and analyses for outcome-focused digital engagements that have measurable and verifiable customer outcomes.
  • Develop automation of the end-to-end customer journey to easily identify the accounts at risk and take actions; including automation of playbooks to improve the overall account satisfaction.
  • Regularly manage and review leading risk indicators to prioritize accounts which require human intervention.
  • Incorporate digital processes and automated touch points for proactive customer engagement leading to revenue retention and expansion.
  • Analyze the customer journey and build a proactive digital communication strategy.
  • Augment the existing customer success journey with digital flows initiated by data-driven customer intelligence.
  • Incorporate automation into the customer engagement plan that engages the customer without the need for direct communication with a CSM.
  • Develop efficiency metrics centered on ‘doing more with less’ through the Digital CS strategy.
  • Regularly review the data and leading indicators related to CSM coverage, retention, product profile, geography, etc. to adjust digital strategy.
  • Maintain, expand and scale the AspenTech online Community.
  • Oversee Digital Touch motion and effectively manage the following activities; Data-driven, predictive, and automated customer management; Trigger-based activation of actions using predefined catalog of interventions; Reliance on self-serve, community forums and website to minimize need for human intervention.
  • Lead digital touch weekly prioritization, review alerts and shift priorities as needed and orchestrate the technical coverage required for customer adoption plans.
  • Collaborate with cross-functional teams to create digital programs to pro-actively reach out to the customers without CSM’s to understand their overall health. Escalate any high risks identified with the account/ renewal to the regional leadership team for timely actions.
  • Identify and support resolving gaps in insights and tooling to enable scalable digital engagement.

AspenTech provides industrial software that optimizes asset design, operations, and maintenance across the full lifecycle for capital-intensive process industries. Its offerings help customers improve efficiency, reduce costs, and boost operational performance by analyzing industrial data, modeling assets and processes, and applying optimization and lifecycle maintenance strategies. The software suite targets chemicals, energy, and engineering & construction, distinguishing itself with a specialized focus on asset optimization for these sectors rather than broad, general-purpose tools. The goal is to help clients maximize asset performance and reduce total operating costs through integrated design, operation, and maintenance solutions.

Company Size

1,001-5,000

Company Stage

IPO

Headquarters

Bedford, Texas

Founded

1981

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Simplify Jobs

Simplify's Take

What believers are saying

  • May 2026 AVA launch expanded AspenTech’s AI footprint across four optimization advisors.
  • January 2026 Aspen Mtell upgrades improve predictive maintenance deployments and enterprise integration.
  • August 2026 training program reached 1,000 users, deepening customer stickiness and adoption.

What critics are saying

  • Emerson now owns AspenTech, risking product cannibalization and slower standalone innovation.
  • Elliott Associates’ Delaware challenge exposed merger-process disputes that still haunt governance.
  • Siemens and AVEVA press AspenTech on plant optimization, shrinking pricing power by 2027.

What makes AspenTech unique

  • AspenTech embeds first-principles process models into refinery, chemicals, and energy workflows.
  • AspenTech Inmation unifies OT data across edge, cloud, and on-premise systems.
  • Emerson’s 2026 AVA platform packages AspenTech analytics into enterprise industrial AI workflows.

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Benefits

Remote Work Options

Professional Development Budget

Flexible Work Hours

Company News

Accent
Sep 2nd, 2026
AspenTech launches training for new engineers.

AspenTech launches training for new engineers. By Grace Bennett September 2, 2026 Aspen Technology has unveiled a new industry domain training initiative designed to help companies operating in asset-intensive sectors integrate fresh engineering talent. Aimed at recently-graduated engineers, the program targets specialized roles such as process engineers, control engineers, reliability engineers, supply chain planners, and cost estimators. The timing of the announcement reflects a broader shift in the industrial workforce. As experienced professionals retire, a new wave of talent is entering the field. A recent survey titled Gaps in the Energy Workforce, conducted by the Centre for Energy Workforce Development, found a significant increase in younger professionals. The data shows that 43 percent of technicians and 25 percent of engineers in the energy sector are under the age of 32. David Reumuth, Senior Director of Customer Support and Training at AspenTech, noted that organizations must adapt to these changing trends. "To stay abreast of the evolving workforce and the ensuing market demands, it is imperative for enterprises to nurture and uphold their organisational proficiency," he stated. The initiative builds on previous efforts, specifically the sustainability-specific training that AspenTech introduced earlier. The new curriculum is designed to accelerate the development of industry-specific skills necessary for success in the process industries. By doing so, companies can aim to achieve operational excellence while helping the emerging workforce tackle operational challenges. Expert-Led curriculum. Developed with domain experts from Becht, an engineering services company with over six decades of experience in energy, chemicals, and power sectors, the curriculum covers process, refining, and chemicals domains. The collaboration ensures a holistic and immersive real-world learning experience for participants. The training is available in both virtual and live classroom formats. It has already attracted over 1,000 users from more than 150 companies globally. Led by industry experts with decades of hands-on experience, the sessions provide role-specific insights and allow learners to engage directly with professionals to address their unique process-related challenges. This approach mirrors the way mentorship programs function in traditional trades. While the digital delivery offers convenience, the core value remains the transfer of tacit knowledge from veteran engineers to novices, a process that cannot be fully automated by software alone. It remains to be seen if this structure will scale effectively as the program expands. The program has received strong feedback from participants. An impressive 99 percent of attendees from the new generation of professionals believe that such specialized training should be a prerequisite for entering the process industries. Additionally, 96 percent of respondents said they feel better equipped to excel in their roles thanks to the training provided. The new training modules are accessible through a platform that allows for remote learning. This flexibility is particularly useful for new hires who may not be located near corporate offices. By centralizing the educational content, AspenTech ensures that every participant receives the same high standard of instruction regardless of their location.

PR Newswire
May 13th, 2026
Emerson launches enhanced AspenTech Inmation OT Data Fabric as foundation for AI-ready industrial platform

Emerson has announced major enhancements to its AspenTech Inmation OT Data Fabric, positioning it as the foundational layer for the AspenTech Inmation Data Platform. The upgraded data fabric creates an industrial data backbone designed to support advanced analytics, AI capabilities and enterprise operations. The enhanced system features a new distributed node-based architecture that replaces rigid components with a modular foundation, enabling deployment from individual plants to global scale. It operates across edge, on-premise and cloud environments on both Windows and Linux platforms. The data fabric serves as the building block for an AI-ready platform that will support modules for virtualisation, workflow engines and applications. It aims to unify operational technology data whilst providing consistent context, governance and real-time information across industrial organisations without disrupting existing operations.

PR Newswire
May 11th, 2026
Emerson launches AspenTech AVA AI platform to accelerate industrial automation adoption

Emerson has launched AspenTech AVA, an AI platform designed for industrial companies to accelerate enterprise-wide AI adoption. The platform combines agentic, domain-aware AI capabilities with decades of Emerson's industrial expertise and first-principles models to deliver operational improvements. AVA is built on the AspenTech Inmation Data Platform, which organises operational technology data across cloud, edge and on-premise environments. The platform embeds AI-assisted recommendations directly into operational workflows, enabling faster response times, improved reliability and more informed decision-making without disrupting existing processes. Currently available with four operational optimisation advisors, AVA is data-source agnostic and works with existing automation infrastructure. Emerson offers AspenTech.ai, a web-based interactive experience where industry professionals can explore AVA's capabilities and relevant use cases for their operations.

Time International
Jul 23rd, 2025
ZEGNA Launches "Oasi Zegna Global Initiatives" in Aspen

Aspen, July 21st 2025 - Rooted in a legacy of environmental stewardship dating back to 1910, ZEGNA announces the launch of the "Oasi Zegna Global Initiatives" in Aspen, Colorado.

PR Newswire
Mar 12th, 2025
Emerson Acquires AspenTech for $265/Share

Emerson has completed its acquisition of all outstanding shares of Aspen Technology, making AspenTech a wholly owned subsidiary. The acquisition followed a tender offer for $265 per share, with 72% of shares tendered. AspenTech's shares have ceased trading on NASDAQ. Antonio Pietri will retire as CEO, with Vincent M. Servello appointed as President. The transaction was advised by Goldman Sachs, Centerview Partners, and Davis Polk & Wardwell.