Customer Success Manager; NAM

Role Overview

The Customer Success Manager (CSM) – Aurion owns the end-to-end success of Aurion customers in the US market. This role is accountable for customer outcomes, adoption, renewals, and expansion, while acting as the strategic interface between customers and Tachyus’ Product, Engineering, and Research teams.

You will lead multiple Aurion engagements, manage and mentor Customer Success Engineers (CSEs), and ensure Aurion delivers measurable value across GHG accounting, emissions forecasting, regulatory reporting, and sustainability planning. This role blends customer leadership, program ownership, and domain expertise in emissions management and enterprise SaaS.

• Own the overall success of assigned Aurion customers from onboarding through renewal and expansion.
• Establish trusted relationships with customer stakeholders across sustainability, operations, compliance, and planning teams.
• Define and track customer success plans aligned with business objectives, regulatory requirements, and sustainability targets.
• Drive product adoption, value realization, renewals, and upsell/expansion opportunities.
• Act as the executive point of escalation for customer risks, issues, and strategic decisions.

• Oversee Aurion implementations across multiple customers, ensuring consistency, quality, and on‑time delivery.
• Lead stage‑gate governance for customer programs, including scope, risks, dependencies, and change management.
• Coordinate internal resources (CSEs, Engineering, Research, Product) to deliver successful outcomes.
• Review and approve delivery plans, timelines, and resourcing estimates prepared by CSEs.
• Ensure Aurion deployments meet Tachyus quality standards and customer expectations.

• Manage and mentor Customer Success Engineers supporting Aurion accounts.
• Provide coaching on project execution, customer communication, and domain expertise.
• Support onboarding, training, and performance development of new CSE hires.
• Act as a role model for customer‑centric behavior and execution excellence.

• Serve as the voice of the customer for Aurion within Tachyus.
• Provide structured feedback to Product and Engineering on features, calculations, usability, and roadmap priorities.
• Participate in product reviews, roadmap discussions, and go‑to‑market alignment sessions.
• Identify emerging customer needs related to GHG accounting standards, regulations, and reporting frameworks.

• Guide customers on best practices for GHG accounting, emissions forecasting, and sustainability reporting.
• Stay current on evolving GHG Protocol standards, regulatory requirements, and voluntary reporting frameworks.
• Partner with customers to explore new emissions use cases, advanced forecasting, and scenario analysis.
• Support customers in aligning operational data with sustainability and net‑zero objectives.

• Bachelor’s degree in engineering, environmental science, sustainability, energy, or a related field.
• 7+ years of relevant professional experience, including customer‑facing roles delivering enterprise software or technical services.
• Experience managing enterprise customers and multi‑stakeholder engagements.
• Strong knowledge of GHG accounting, emissions management, and sustainability frameworks (or demonstrated ability to rapidly develop this expertise). Proven experience leading complex projects or programs with multiple work streams.
• Strong communication, presentation, and stakeholder management skills.
• Data‑driven, outcome‑oriented mindset with a bias toward action.
• Comfortable operating in ambiguity and fast‑growing environments.
• Experience working with SaaS platforms, digital tools, and data‑intensive systems.
• Fluent in English.

• Experience in energy, oil & gas, industrial, or climate‑tech environments.
• Project management certification (PMP, Prince2, Agile, or similar).
• Prior people‑management or team‑lead experience.
• Exposure to regulatory reporting (EPA, API, SEC climate disclosures, etc.).

• Aurion customers achieve measurable improvements in emissions visibility, reporting efficiency, and forecasting accuracy.
• High renewal rates and growing expansion revenue across US accounts.
• Strong customer advocacy and referenceability.
• Well‑coached, high‑performing CSE team.
• Clear, actionable customer feedback influencing Aurion’s product roadmap.