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,