The role
Help knitting mills get consistent value from Knit-i, close issues fast and build trust with factory teams — then turn successful first deployments into larger rollouts. Customer Success owns the relationship and drives closure. Service Engineers own the hands-on technical work. The two work as one team.
What you will do
- Build working relationships with owners, production and quality managers, maintenance teams and operators.
- Listen, record complaints, understand impact and urgency, assign the right owner and confirm closure with the customer.
- Track service visits, pending actions and repeat issues — and escalate blockers instead of just forwarding messages.
- Check that systems are used properly and that customers see the benefit they expected.
- Spot expansion from a few machines to a full floor, and build the case with results, user confidence and decision-maker feedback.
- Keep issue logs, account plans, owners, deadlines and the expansion pipeline up to date.
Who we are looking for
- Experience in customer success, technical support, service coordination, account management, application engineering or B2B industrial sales.
- Textile factory experience is a strong plus — especially knitting or weaving, QC, production or industrial engineering.
- Comfortable with owners and shop-floor teams; organised and persistent — you follow up until the customer confirms it is fixed.
- Commercial mindset: you can ask for the next order without damaging trust — and never promise what the team hasn't confirmed.
- Willing to travel to customer factories.
Your first year
- First 30 days: learn Knit-i, the customer journey and the top accounts; shadow customer calls and service visits.
- By 60 days: run the issue tracker and customer updates yourself; map account health and expansion opportunities.
- By 90 days: own a set of accounts, run customer reviews and keep a qualified expansion pipeline.
About CountAI. We build AI, computer vision and robotics for the knitting floor. Knit-i inspects fabric live on circular knitting machines and stops the machine the moment a defect starts — trusted by 30+ mills in 7 countries, and winner of the Intel Edge AI Software Excellence Award 2026. Founded by IIT Madras engineers in Coimbatore.
Apply
⏱ About 10 minutes✓ You don't need to tick every box✉ We reply to everyone
Short, specific answers beat long ones. We look for one real example where you owned a customer problem to closure or grew an account.
Thank you — your application is in.
We read every application. If your work matches, we will call you within a week.
