Master’s in Customer Engineering
Online master's programme of 1,900 hours in customer engineering. 12 modules covering customer success, onboarding and implementation, technical support with ITIL 4, customer health and retention, product adoption, account expansion, voice of the customer, customer operations, field service, regulated environments and leadership, with an assigned technical tutor.
Master’s in Customer Engineering — studying from India
India's engineering economy relies on strong management and policy capability across manufacturing, IT services and public infrastructure. Organisations such as NITI Aayog shape technology and industrial policy, while industry bodies like CII and FICCI engage with government on manufacturing and innovation agendas. Technology consulting, product management and operations leadership roles are common across Bengaluru, Mumbai, Delhi NCR and Hyderabad. Professionals in this area combine technical understanding with strategy, programme governance and regulatory awareness to guide engineering organisations and public-sector technology initiatives.
Fees for India: ₹840,000 (Indian Rupee), with instalments and employer sponsorship available.
Relevant bodies in India
Typical roles
Questions from India
How is technology management recognised in India, and which bodies are relevant?
Management and technology policy in India has no single licensing body. Relevant professional bodies include the All India Management Association (AIMA), the Indian Institute of Management network for academic recognition, and the Institution of Engineers (India) for engineers. SEIUM's private qualifications are not state degrees and are not accredited by any national body, so their standing depends on how employers or the relevant body view them.
Which employers in India hire people with technology policy and management skills?
Roles in this field exist in government departments, public sector undertakings, consulting firms, IT services companies, and technology-focused startups. Policy and strategy teams in large corporates also hire such professionals. A private online programme can strengthen your profile, but hiring decisions typically rest on work experience, leadership record and subject knowledge.
Can I study this alongside work in India, and do I need a student visa?
Yes. The programme is entirely online and taught in English, so you can study from anywhere in India and no student visa is needed. Time commitment varies: specialist courses are about 300 hours, postgraduate diplomas about 800 and master's programmes about 1,900. You will have an assigned technical tutor, and fees can be paid in instalments. Some employers offer sponsorship, so check with yours.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Design the customer success function in B2B technology companies.
Plan the onboarding and technical implementation of new customers.
Manage technical support with ITIL processes and root cause analysis.
Build customer health models to anticipate churn.
Drive product adoption and account expansion.
Channel the voice of the customer into product decisions.
Measure the impact of the customer function on recurring revenue.
Who it's for
- Customer success managers.
- Technical support engineers.
- Field application engineers.
- Implementation managers.
- B2B customer experience directors.
- Customer operations analysts.
- Engineering or science graduates seeking to enter industrial software.
What you'll work with
- ISO 10002:2018 (customer satisfaction – complaints handling)
- ISO/IEC 20000-1:2018 (IT service management)
- ITIL 4 (IT service management framework)
- ISO 18295-1:2017 (customer contact centres)
- ISO 23592:2021 (service excellence)
- Directive (EU) 2022/2555 – NIS2 (cybersecurity across the Union)
- Regulation (EU) 2016/679 – GDPR (personal data protection)
- ISO 9001:2015 (quality management systems)
- Gainsight
- Zendesk
- Salesforce Service Cloud
- Pendo
- Jira Service Management
12 modules · 1900 h
1.1Customer engineering and customer success functions1.2Life cycle of the B2B technology customer1.3High-touch and digital service models1.4The field application engineer1.5The relationship between sales, product and support1.6The economics of retention and expansion1.7Recurring revenue metrics: ARR and NRR1.8Organising customer-facing teams1.9Maturity of the customer function1.10Case study: the customer function of an industrial SaaS company
2.1Customer onboarding process2.2Implementation plans and milestones2.3Technical integration with customer systems2.4Data migration and go-live2.5Managing deployment projects2.6Initial user training2.7Time to first value2.8Acceptance criteria and closure2.9Transition from implementation to operation2.10Workshop: onboarding plan for a maintenance software product
3.1Support tiers and escalation3.2Incident management according to ITIL 43.3Root cause analysis of incidents3.4Reproducing and diagnosing faults3.5Problems and known errors3.6Service level agreements3.7Ticket management tools3.8Technical communication with customers3.9Support in regulated environments3.10Practical: root cause of a critical incident
4.1Health scoring models4.2Usage and adoption signals4.3Early detection of churn risk4.4Customer recovery plans4.5Renewals and contract management4.6Customer advocacy programmes4.7Executive business reviews4.8Segmentation by value and potential4.9Retention cohort analysis4.10Lab: customer health model with usage data
5.1Feature adoption maps5.2Embedded product analytics5.3In-product guidance5.4Customer business outcomes5.5Joint success plans5.6Use cases and best practices5.7User communities5.8Customer academies and certification5.9Task-oriented technical documentation5.10Case study: adoption of an IIoT platform
6.1Cross-selling and upselling6.2Identifying expansion opportunities6.3Collaboration between customer success and sales6.4Expansion packages and pricing6.5References and success stories6.6Contract value management6.7Forecasting expansion revenue6.8Compensation of customer teams6.9Ethics in account expansion6.10Practical: expansion plan for a strategic account
7.1Capturing structured feedback7.2Transactional NPS and CSAT surveys7.3Customer advisory boards7.4Prioritising feature requests7.5Closing the loop with product7.6Beta programmes with customers7.7Text analysis of feedback7.8Roadmap expectations7.9Indicators of influence on product7.10Workshop: prioritising customer requests
8.1The customer success operations function8.2Customer success platforms8.3Workflow automation and playbooks8.4Integrating CRM, support and product8.5Customer data management8.6Portfolio capacity and coverage8.7Operational indicators and dashboards8.8Internal escalation processes8.9Technical knowledge management8.10Lab: automated risk playbook in Gainsight
9.1Planning field interventions9.2Spare parts for technical service9.3Contractual preventive maintenance9.4Remote assistance with augmented reality9.5Technician safety at third-party sites9.6Service reports and digital signature9.7First-time fix rate9.8Field service on critical systems9.9Outsourcing technical service9.10Case study: field service of an equipment manufacturer
10.1Healthcare, energy and transport customers10.2Contractual quality requirements10.3Customer NIS2 cybersecurity requirements10.4Protecting customer data10.5Customer audits of suppliers10.6Service continuity and recovery10.7Complaints under ISO 1000210.8Service management with ISO/IEC 20000-110.9Contractual liability for failures10.10Practical: responding to a customer security audit
11.1Customer strategy at senior management level11.2Customer-centric culture11.3Recruiting and developing technical profiles11.4Career paths in customer success11.5Workload and team wellbeing11.6Artificial intelligence in service11.7Communicating with the board of directors11.8Budget and return of the function11.9Benchmarking against leading organisations11.10Case study: annual plan for the customer function
12.1Selecting the organisation or segment12.2Diagnosis of the customer life cycle12.3Analysis of usage and retention data12.4Designing the service model12.5Proposed playbooks and processes12.6Tools and automation12.7Impact on recurring revenue12.8Deployment plan for the customer function12.9Master's Thesis report12.10Master's Thesis: defence before a panel
How you'll learn
A 100% online programme on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within each intake, so the programme fits around your job.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Gainsight, Zendesk, Salesforce Service Cloud, Pendo and Jira Service Management, in free, academic or evaluation versions. Exercises are based on real procedures: designing a customer health model, root cause analysis of technical incidents and an adoption and expansion plan for an account. Assessment is continuous by module, plus the final Master's Thesis.
Standards covered: ISO 10002:2018, ISO/IEC 20000-1:2018, ITIL 4, ISO 18295-1:2017, ISO 23592:2021, Directive (EU) 2022/2555 (NIS2), Regulation (EU) 2016/679 (GDPR), ISO 9001:2015.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- University degree in engineering, science or architecture, or equivalent demonstrable professional experience.
- Internet connection and a computer able to run the programme software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 1,900 hours over 12–14 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with Gainsight, Zendesk, Salesforce Service Cloud, Pendo and Jira Service Management, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the Master's Thesis. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed in a course or postgraduate diploma in the same area are recognised in the higher programme. Ask about the recognition policy when you enrol.
A university degree in engineering, science or architecture, or equivalent professional experience, plus a computer able to run the programme software and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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