Customer Success Specialist

The Customer Success Specialist for Digital Products is responsible for driving adoption, retention, and renewal outcomes across an assigned portfolio of Weatherford digital software accounts.

This is an individual contributor role. The CSS executes within an established Customer Success framework owning day-to-day customer relationships, tracking account health, and ensuring customers realize measurable value from Weatherford's digital solutions. The CSS works closely with Support, Sales, Product, and internal leadership to surface customer insights and support commercial outcomes.

Success in this role is measured by customer health scores, adoption growth, renewal execution, and the quality of customer relationships maintained across the assigned portfolio.

Own and maintain strong, long ‑ term relationships with prioritized digital product customers

Act as the primary post-sale point of contact, focused on customer outcomes and value realization

Lead regular customer engagements centered on usage trends, adoption goals, and renewal readiness

Execute proactive adoption strategies based on customer objectives, product capabilities, and usage data

Identify adoption gaps and early risk indicators; elevate to management with recommended actions

Ensure customers clearly understand and can articulate the value of their Weatherford digital products

Support onboarding of new customers within the assigned portfolio

Monitor customer health signals and proactively flag retention risk to the Sr. Manager

Partner with Sales on renewal preparation providing customer context, adoption data, and account insights

Support renewal execution by delivering data-driven recommendations and maintaining strong customer advocacy

Track and report renewal status across the assigned portfolio

Maintain and update customer health scores, adoption indicators, and renewal risk flags within established frameworks

Synthesize account data from CRM and product systems to support prioritization and decision-making

Deliver regular account status updates to the Sr. Manager and relevant stakeholders

Contribute to Customer Success reporting cycles with accurate, timely account data

Deploy and analyze customer journey surveys within assigned accounts

Translate customer feedback into health score inputs and advocate systemic issues to management

Document customer signals and product feedback for roadmap consideration

Manage customer-facing communications for assigned accounts including release updates and product newsletters

Ensure messaging is consistent, value-focused, and aligned with adoption and retention objectives

Work cross-functionally with Sales, Product, and Support teams to resolve customer issues and drive outcomes

Communicate customer feedback and account insights to the Sr. Manager for escalation and roadmap input

Participate in internal Customer Success reviews and contribute account-level data and updates

• Bachelor’s degree in Engineering, Computer Science, Information Technology, Business, or a related field
• 5+ years of experience in customer success, account management, or a client-facing role within software or digital products
• Experience managing customer relationships and supporting renewals
• Strong communication and relationship-building skills
• Ability to interpret customer data and translate insights into actions
• Experience with CRM systems (e.g., Salesforce) and Microsoft Office

• Experience in the energy industry or industrial software environments
• Familiarity with Customer Success platforms (e.g., Gainsight, Churn Zero)
• Exposure to KPI-driven customer success models
• Experience with cloud platforms (AWS, Azure, or GCP)
• Knowledge of ticketing systems (e.g., Zendesk, Hub Spot)
• Customer-focused mindset with strong problem-solving ability
• Analytical thinking and data interpretation
• Strong organizational and time management skills
• Ability to collaborate across teams and influence without authority
• Comfortable working in a fast-paced, evolving environment

Travel Requirement:
This role may require domestic and potentially international travel of up to:30%