Customer Success Manager

Customer Success Manager

Houston, TX, United States
Job Description

Detailed Description:

• Lead the onboarding process for new customers, from kickoff to go-live, ensuring a seamless transition and rapid time-to-value.
• Develop tailored success plans aligned with customer objectives, operational KPIs, and digital maturity.
• Serve as the primary point of contact for key accounts-building trust through deep operational understanding and consistent delivery.
• Collaborate with product and growth teams to identify, scope, and execute initiatives that drive user acquisition, engagement, retention, and monetization.
• Monitor product usage, adoption metrics, and ROI; proactively recommend best practices to maximize platform value.
• Conduct regular business reviews highlighting performance outcomes, adoption milestones, and strategic opportunities.
• Identify expansion opportunities across service lines and digital modules by understanding customer workflows and pain points.
• Partner with sales and product leadership to define renewal strategies, pricing alignment, and upsell pathways.
• Act as the customer's advocate within the organization-translating feedback into actionable product and feature improvements.
• Deliver compelling product demos and capability presentations tailored to each audience-executives, field engineers, or data scientists.
• Develop, demonstrate, and deliver value cases for different levels of customer, including assessing potential application of Company services, and offer solutions that meet customer needs.
• Ensure systematic delivery and resolution of customer inquiries and information gathered about customer satisfaction to the appropriate Company personnel/departments.
• Work closely with product, marketing, operations, and executive leadership to align technical roadmaps with growth priorities.
• Develop and deliver training programs (virtual, in-person, or at-the-wellsite) for both internal and external users across all product lines.
• Create scalable enablement materials such as user guides, FAQs, release briefings, and video tutorials to support continuous learning.
• Keep well-informed on current industry trends, opportunities, products, and competitive issues.
• All other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Background in digital enablement, or technical sales engineering.
• Excellent business prospecting skills and strong negotiation skills.
• Strong understanding of field operations, completions workflows, and the data ecosystem across oil and gas operations.
• Demonstrated success in managing enterprise customers and delivering measurable adoption and retention results.
• Demonstrated success delivering technology solutions that drive product growth and business impact.
• Excellent leadership, communication, and stakeholder management skills.
• High technical aptitude with digital platforms, data visualization, and analytics tools.
• Background in growth-focused or product-led organizations (e.g., SaaS, digital platforms).
• Familiarity with SRE practices, observability tooling, and network security standards.
• Travel up to 25% of the year to well-sites and customer offices

Minimum Qualifications:

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or Digital Transformation roles within oilfield services, industrial software, or enterprise SaaS.
• Proficient in utilizing software tools such as Salesforce (or other CRM tools), data visualization tools (PowerBI, Tableau, Looker, etc.), collaboration tools (Microsoft Teams), and cloud platforms (GCP, AWS, Azure).
• Ability to understand and speak English at a level of proficiency allowing employee to issue, receive and respond to both safety and operations-related directions in English

Preferred Qualifications:

• Oil and Gas Industry knowledge
• Technology/Digital Industry knowledge
• Familiarity with AI/ML applications

Additional Details:

Work is primarily in a climate controlled / office environment with minimal safety / health hazard potential. The employee is regularly required to sit, stand, or walk with occasional lifting (overhead, waist level) from floor, bending and frequent near vision use for reading and use of computer, telephone, and other office equipment.