Customer Success Manager

Job description:

Position Overview

The Customer Success Manager (CSM) drives customer adoption, measurable value realization, retention and growth across a portfolio of customers. The CSM is the primary post-sale relationship owner and trusted advisor, coordinating the customer journey from onboarding through adoption, value realization, renewal readiness and expansion. The role orchestrates Sales, Technical Sales, Services, Support, Product and Engineering to provide clear ownership, consistent handoffs and proactive customer engagement.

Key Responsibilities

• Own post-sale customer relationships and develop success plans aligned with customer business objectives.
• Coordinate seamless transitions across onboarding, adoption, and ongoing operations.
• Monitor product usage and adoption, address barriers, and demonstrate measurable customer outcomes.
• Lead customer business reviews, engage key stakeholders, and track agreed actions.
• Assess account health, proactively manage risks, and coordinate cross-functional escalations and recovery plans.
• Partner with Sales on renewal readiness and retention and identify qualified expansion opportunities while Sales retains commercial ownership.
• Tailor engagement to customer needs and account segments.

Required Qualifications

• Bachelor's degree in Engineering, Geoscience, Computer Science, Information Technology, Business or a related discipline.
• Five or more years of experience in Customer Success, account management, consulting, professional services, technical account management or a comparable customer-facing role.
• Experience managing complex enterprise customer relationships and communicating with operational, technical and executive stakeholders.
• Demonstrated ability to influence and coordinate cross-functional teams without direct authority.
• Strong written and verbal communication, presentation, analytical, organizational and problem-solving skills.
• Ability to manage multiple accounts, priorities, risks and action plans in a global, matrixed environment.

Preferred Qualifications

• Experience with enterprise software, digital transformation, cloud or industrial technology solutions.
• Knowledge of energy industry workflows, including upstream, subsurface, drilling, wells, production or data-management environments.
• Experience with customer health, adoption, value realization, renewal readiness and executive governance frameworks.
• Familiarity with CRM, product telemetry, analytics and reporting tools such as Salesforce and Power BI.

Core Competencies

Customer focus | Strategic relationship management | Executive communication | Business acumen | Cross-functional leadership | Data-driven decision making | Change and adoption management | Risk mitigation | Results-focused execution

Profile description:

We offer:

We invest in our employees through competitive compensation plans, health benefits, work-life programs, and reward and incentive plans. We have the right people to develop the right technologies and bring innovative solutions to the industry - and we value those people as an unmatched competitive advantage.