Head of Customer Success

Ambyint; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

Ambyint, a leading SaaS company in the energy sector, is seeking a Head of Customer Success to enhance customer satisfaction and retention. This role involves leading a team, managing customer relationships, and collaborating with various departments to ensure successful deployment and support of their software solutions. Join a dynamic team focused on innovation and making a significant impact in the oil and gas industry.

Benefits

Competitive compensation and benefits package

Hybrid working environment

Support for development and career goals

Qualifications

• 5+ years of experience in Customer Success for a software company.
• 5+ years of experience in the oil/gas industry.
• Strong self-discipline and drive for performance.

Responsibilities

• Lead a team of customer success managers and analysts.
• Manage customer onboarding, support, and retention.
• Build relationships with strategic customers and internal teams.

Skills

Communication

Collaboration

Problem Solving

Customer Relationship Management

Education

Bachelor's degree in Science, Engineering, or related field

Job description

Ambyint is a SaaS company that provides an Industrial IoT platform, leveraging physics-influenced AI models, plus closed-loop control to enable autonomous operations. As a result, we are an instrumental part of the climate technology evolution and a market leader in production optimization for the energy industry. We deliver step-change improvements to our customers by combining advanced physics, subject matter expertise, and data-informed insights with AI to automate operations and production optimization workflows. We are coming off a strong year and our ambitions are set even higher!

About the role

As Head of Customer Success at Ambyint, you will report to the Chief Commercial Officer and manage a Customer Success team responsible for customer deployment / onboarding, support, retention, and professional services. The focus is on maintaining and improving customer satisfaction and increasing the company’s market share for our software solutions. Ambyint’s user base is technical with high expectations for customer service. Success in this role will result in a meaningful impact on Operations and Engineering teams within the upstream oil & gas industry.

What you'll do

• Lead a team of customer success managers and analysts, promoting an environment of collaboration, accountability, and action.
• Mature the roles and processes of customer onboarding, support, retention, and professional services.
• Build strong, trusted, and influential relationships with strategic customers as well as members of the Ambyint Product, Technology, Sales, Marketing, and Executive teams.
• Partner with Sales to advance pipeline opportunities providing analytics, product, and other required support.
• Manage all facets of our customer retention program including strategy, execution (e.g., quarterly business reviews), and metrics (e.g., customer satisfaction, lifetime value, NPS).
• Support the Customer Success team in the creation of customer deliverables that communicate value delivery of Ambyint’s solutions.
• Identify and implement automation tools and process changes that improve and scale Customer Success outcomes.
• Work closely with a team of Subject Matter experts to provide input on product roadmap and product enhancements to enable the success of Ambyint’s customer retention and net new sales goals.

Qualifications

• 5+ years of experience working in or adjacent to Customer Success teams for a software company.
• 5+ years of experience in the oil / gas industry.
• Bachelor's degree in Science, Engineering, or an industry-related field (an associate’s degree in an industry-related field will also be considered if there is significant work experience).
• Strong self-discipline and real drive for performance.
• Strong communication skills and ability to navigate multiple stakeholders internally and within the customer.
• Innate ability to understand customers' pain points and build a resolution pathway.

What Sets You Apart

• The gratification of a job well done comes from the satisfaction of your ‘customers’.
• It’s in your nature to be efficient and do it really well, while you always deliver on what you promise .
• Your strengths come from collaborating with others.
• Continuous learning and improvement are part of your mantra.
• You are curious, creative, biased for action, and love solving problems .
• You don’t assume that you are the best and have the humility to learn from others.

What Sets Us Apart

Ambyint is a scale-up company, possessing all the exciting edginess of a start-up with solutions that are proven and advancing daily. We pride ourselves on the strength of our team and company, and the positive environmental impact we are driving. We live by a simple and effective set of values.

What’s In It For You

The opportunity to make a difference in a cutting-edge technology company that is highly spirited and focused on being a leading contributor in the energy transition space. We offer an environment steeped in creating a rewarding professional experience and having some fun along the way. We work in a hybrid working environment with a diverse and talented team. We have a passion for taking on big challenges to create a wealth of opportunities and we will support your development and career goals. Additionally, we offer a competitive compensation and benefits package.

Commitment to Diversity, Equity, & Inclusion

At Ambyint, diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering – across all of our work, teams, and interactions with customers. They are central to our mission and to our impact. The understanding that having varied perspectives and backgrounds helps generate richer ideas to solve the complex problems of a changing, and increasingly diverse world is paramount to who we are and how we work together as a team.

If you are a passionate professional that likes to work in a diverse team environment supporting an entrepreneurial culture with a focus on delivering exceptional value for our customers, we invite you to apply. This is your opportunity to join a growing company offering a competitive base salary and benefits.