About SensorFlow

SensorFlow makes smart buildings a reality. We are on a mission to retrofit every building to automate decision-making and deliver actionable insights from real-time data, starting with hotels. We have helped global brands like The Ascott, Accor, and Marriott save up to 30% on energy costs while enhancing operational productivity. Currently operating in seven markets across Southeast Asia, SensorFlow is rapidly expanding into Europe.

Less Waste. More Wisdom. Better Stays.

Why this role matters

At SensorFlow, we exist to make running a great hotel easier — for everyone. That means less waste, smarter decisions, and systems that just work. Our Head of Customer Services will be at the heart of this mission: building and leading a team that doesn’t just respond to issues but proactively creates outcomes for customers, helping them succeed and grow with us.

What you’ll do

• Lead with purpose: Build, coach, and inspire a team of positive, engaged, and proactive people who work as one team towards shared outcomes.
  
  
• Foster inclusion: Design a culture where every voice counts, where team members build each other up, and where collaboration drives success.
  
  
• Champion challenge: Create a safe space where ideas and assumptions can be tested. Encourage your team (and yourself) to challenge and be challenged — because only then can we choose the right path.
  
  
• Drive customer outcomes: Focus on delivering tangible results and measurable improvements for our customers, not just generating reports.
  
  
• Enable growth: Define and optimise the customer lifecycle, using data, insights, and OKRs to constantly improve engagement, retention, and value.
  
  
• Be hands-on: Balance strategy with action. From mentoring individuals to rolling up your sleeves during escalations, you’ll set the tone for resilience, problem-solving, and relentless refinement.
  
  

What you bring

• Proven leadership experience in customer success, account management, or service roles (ideally SaaS).
  
• A track record of building high-performing, motivated teams.
  
• Strong coaching, mentoring, and communication skills.
  
• Comfort working with OKRs, KPIs, and customer metrics like NPS and retention.
  
• An open, collaborative mindset with the humility to listen and the courage to act.
  
• Agility in a fast-paced, changing environment.
  
• A focus on outcomes, not outputs.
  
  

How you’ll succeed here

You’ll thrive if you are:

• Curious and compassionate — you listen first, act with empathy, and build trust.
  
• Integrity-driven — you choose truth over convenience, even when it’s hard.
  
• Relentlessly improving — you don’t settle for good; you push for better.
  
• Growth-minded — you reflect, learn, evolve, and help others do the same.
  
• Bold with purpose — you take smart risks with courage, not chaos.
  
  

What it’s like to work here

Joining SensorFlow means being part of a team of dreamers, doers, and challengers. We don’t hide from feedback or celebrate surface wins. We build for value, with grit and integrity. Here, you’ll have the autonomy to shape your team, the support to grow, and the chance to make a real impact on the hospitality industry and sustainability worldwide.