Customer Success Lead

SEARCH PROFILE

Organization: AFTI WatchDog

Role: Customer Success Lead

Location : Calgary, AB, Hybrid work environment

Address: 6023 5th Street SE, Calgary, AB

Website:

CultureSmith is excited to partner with AFTI WatchDog in the search for a new Customer Success Lead.

This is an opportunity to play a critical role in a growing organization where customer success directly drives company growth.

You'll have the ability to shape customer experience processes, influence adoption and value realization strategies, and build strong customer relationships that contribute to long-term success

About AFTI WatchDog

WatchDog is North America's leading virtual wellsite software, SaaS, and hardware solution for oil and gas operators. Deployed on more than 20,000 wells and trusted by many of the largest producers in Canada and the United States, WatchDog helps operators maximize production, reduce lifting costs, prevent equipment failure, lower environmental risk, and improve field efficiency.

Our hardware-enabled SaaS platform replaces routine site visits with real-time remote monitoring, operational intelligence, and actionable field data — helping producers optimize where operators spend their time and attention. Our mission is simple: improving human efficiency for modern operators in oil & gas.

What we deliver across North America

• Intelligent surveillance of wells, facilities, and field infrastructure
• Operational intelligence and analytics that turn field data into actionable information
• Environmental monitoring and leak detection
• Runtime optimization and failure prevention
• Reduced manual site visits, drive time, and operator workload

About the Role

The Customer Success Lead is responsible for ensuring customers achieve measurable value from their WatchDog investment. This role serves as the bridge between product deployment and customer growth, coordinating people, processes, communication, training, adoption, and value realization to ensure customers fully integrate WatchDog into their operations.

This is not simply a customer support, training, or account management role. It is an ownership role focused on creating clarity, driving accountability, accelerating adoption, demonstrating business value, and preparing customers for future expansion.

You will work closely with customers, Sales, Account Management, Support, Install, Product, and Operations teams to ensure deployments become successful customer outcomes and long-term growth opportunities.

What You'll Do

Customer Onboarding & Deployment Coordination

• Lead post-sale customer onboarding and establish expectations for the deployment journey.
• Confirm customer champions, field users, technical contacts, and operational stakeholders.
• Coordinate internal handoffs from Sales to Customer Experience.
• Ensure deployment plans, timelines, responsibilities, and success criteria are clearly defined.
• Maintain visibility across active customer deployments and milestones.

Installation & Activation Visibility

• Monitor customer progress from shipment through installation and activation.
• Track inactive, delayed, or non-communicating units.
• Coordinate internal resources to address deployment challenges.
• Escalate risks, delays, and blockers before they impact customer confidence.
• Ensure deployments successfully transition into operational use.

Customer Health & Adoption Management

• Monitor customer engagement, platform utilization, and adoption metrics.
• Identify customers at risk of low adoption or declining engagement.
• Coordinate actions to improve customer health and long-term success.
• Partner with internal teams to resolve recurring challenges impacting adoption.
• Maintain clear visibility into customer progress and success indicators.

Training & Customer Enablement

• Coordinate onboarding and customer training programs.
• Ensure users understand key workflows, reports, alerts, and operational processes.
• Reinforce best practices and encourage adoption of WatchDog within daily operations.
• Track training completion and ongoing customer engagement.
• Gather customer feedback and identify opportunities to improve enablement resources.

Beneficial Use & Value Realization

• Define and monitor customer success criteria for each deployment.
• Confirm customers are achieving meaningful operational outcomes.
• Document examples of value creation, efficiency gains, and operational improvements.
• Prepare customer-facing value reviews and business impact summaries.
• Help customers clearly understand the value being delivered.

Expansion Readiness & Growth Support

• Identify signals indicating future expansion opportunities.
• Assess customer readiness for additional deployments and broader adoption.
• Package customer health, adoption, and value evidence for Sales and Account Management.
• Support the transition from pilot deployments to larger-scale rollouts.
• Ensure future growth discussions are grounded in measurable customer success.

Communication & Relationship Management

• Serve as a trusted customer advisor throughout the customer lifecycle.
• Conduct proactive customer check-ins and progress reviews.
• Manage expectations and maintain clear communication across stakeholders.
• Resolve issues before they become escalations.
• Build strong relationships that support long-term customer success.

Documentation & Process Excellence

• Maintain accurate customer records and activity tracking within HubSpot.
• Document commitments, risks, blockers, and next actions.
• Ensure customer health and deployment status are always visible and current.
• Support continuous improvement initiatives across Customer Experience processes.

How Success Is Measured

• Customers successfully adopt WatchDog as part of their daily operations.
• Customer health, adoption, and engagement remain visible and actively managed.
• Customers achieve measurable value and can clearly articulate business outcomes.
• Expansion opportunities are identified and supported by customer evidence.
• Risks and adoption challenges are identified early and addressed proactively.
• Internal teams have clear visibility into customer progress, health, and next steps.
• Customers view AFTI as a trusted partner in their operational success.

What We're Looking For

Required Experience & Skills

• Experience in Customer Success, Customer Experience, Implementation, Technical Account Management, or a related customer-facing role.
• Strong project coordination and organizational skills.
• Exceptional communication and relationship-building abilities.
• Ability to manage multiple customers, priorities, and timelines simultaneously.
• Proven ability to influence outcomes without direct authority.
• Strong problem-solving, analytical, and decision-making skills.
• High attention to detail and commitment to follow-through.
• Comfort working with technical products and customer adoption programs

Preferred Experience

• Experience working in industrial technology, SaaS, remote monitoring, automation, energy, utilities,telecommunications, or technical products.
• Familiarity with CRM systems such as HubSpot or Salesforce.
• Experience using customer health metrics, adoption data, or success reporting.
• Experience leading customer onboarding, implementation, or change management initiatives.
• Knowledge of industrial operations, field environments, oil & gas, telemetry, or asset monitoring technologies is considered an asset.
• Experience working in AI-enabled or highly data-driven operating environments is beneficial.

The Ideal Candidate

You are someone who naturally creates clarity, accountability, and momentum. You do not wait for customers or internal teams to identify problems—you proactively identify opportunities, remove obstacles, and drive progress.

You are comfortable balancing customer expectations, operational realities, and competing priorities while maintaining strong relationships and a high level of professionalism.

Most importantly, you take ownership of customer outcomes and are motivated by helping customers achieve meaningful business results.

Why WatchDog

This is an opportunity to play a critical role in a growing organization where customer success directly drives company growth.

You'll have the ability to shape customer experience processes, influence adoption and value realization strategies, and build strong customer relationships that contribute to long-term success.

If you enjoy creating structure, solving problems, helping customers succeed, and turning operational activity into measurable business outcomes, we'd love to hear from you.

Our values

• Trust and candour

• A culture of innovation

• An attitude of abundance

• Enthusiasm

How to Apply

Watchdog is proud to partner with CultureSmith on this search. Send your resume and a brief note about the experiences you're most proud of to: ***email_hidden***

You might be the next member of the WatchDog pack.

AFTI WatchDog is an equal opportunity employer. We welcome All qualified applicants to apply.