Salary:
Join Kuva's parent company. Sensirion Connected Solutions (SCS), a global leader in air quality and environmental monitoring, and take our Customer Success function to the next level. As Team Lead for Customer Success Management, you will lead and mentor a team of CSMs located in Europe and North America, while acting as a strategic partner for customers across all SCS continuous monitoring solutions, including Nubo Sentry, Nubo Sphere, and Kuva camera systems. Backed by Sensirions engineering excellence and global scale, SCS delivers trusted, operator-grade emissions intelligence worldwide.
The Customer Success Team Lead is responsible for ensuring customers realize measurable, ongoing value from our solutions while leading and developing a high-performing customer success team. This role bridges technology, operations, and customer relationships, ensuring deployments run smoothly end-to-end, service levels are met or exceeded, and customers remain engaged, retained, and expanded over time through technical credibility, proactive engagement, and data-driven insights. Combining hands-on leadership with deep CSM expertise, you will shape processes, playbooks, and best practices that scale success across the globe.
This leader is accountable for customer outcomes, team execution, and cross-functional alignment together with Key Account Management.
This role is ideal for a customer success leader who thrives in dynamic environments, understands real-world site conditions and business drivers, and is passionate about building strong teams and lasting partnerships throughout the full lifecycle of customer relationships.
Job Profile
You own the overall customer health, satisfaction, retention, and expansion metrics. Your scope includes:
Customer Outcomes & Retention
- Own overall customer health, satisfaction, retention, and expansion metrics
- Ensure customers realize value tied to emissions alerts and statistics, as well as operational decision-making to improve emissions reduction efforts and reporting compliance
- Lead regular customer business reviews, including value realization, emission performance, operational insights and roadmap discussions
- Serve as escalation point for complex customer issues involving field operations, data interpretation, or compliance use cases
Data, Reporting & Continuous Improvement
- Track and report on customer success KPIs (retention, churn risk, SLA adherence, usage, etc.)
- Use data to proactively identify at-risk accounts and growth opportunities
- Continuously refining customer success strategies as the business scales globally
Service Delivery & Field Coordination
- Ensure contractual SLAs are consistently met
- Coordinate closely with Field Operations, Engineering, and Product teams to support:
- New site deployments and onboarding
- Solution uptime and performance
- Issue resolution and root-cause analysis
- Drive continuous improvement in service workflows, escalation paths, and operational playbooks
Team Leadership & Development
- Lead, mentor, and coach a team of 4 Customer Success Managers fostering a culture of collaboration, accountability, continuous improvement, and customer trust aligned with operator expectations
- Ensure customer success teams understand and support key regulatory frameworks and reporting requirements (e.g., EPA, state methane rules, OGMP-aligned programs)
- Translate regulatory needs into clear service expectations and customer guidance
Cross-Functional Collaboration
- Partner with Sales on onboarding, renewals, expansions, and strategic account planning
- Provide structured customer feedback to Product and Engineering to influence roadmap priorities
- Collaborate with Marketing and Leadership on customer references, case studies, and industry credibility
- Work remote (preferably in Calgary, Alberta, Canada or the states of Texas, New Mexico, or Colorado)
- Travel approximately 20-30% (as needed) visiting customers, but also, to SCSs offices in Calgary, Boston, Midland or Switzerland for meetings as required.
What Do You Bring to Our Team?
- 5+ years of proven leadership experience managing Customer Success or technical account teams in complex SaaS or industrial environments backed by a strong background in Customer Success frameworks (QBRs, success plans, health scoring, lifecycle management).
- 8+ years in upstream or midstream oil and gas, industrial automation, process controls, environmental monitoring, or compliance-driven solutions
- Strategic mindset with ability to scale processes and elevate customer success to the next level.
- Hands-on, pragmatic mindset with excellent communication, organizational, and stakeholder management skills.
- Familiarity with sensor systems, IoT solutions, data analytics, and industrial deployments.
Competencies:
- Personal alignment with company and cultural values.
- Ability to challenge the status quo within global cross functional teams to drive continuous improvement.
- Pragmatic approach to problem solving and hands-on work.
- Thrives in a growing, changing, and dynamic environment.
- Communicates fluently and effectively in English (written, verbal, with global mindset). French or Spanish is a plus.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
