Client Success Specialist

About the role

We’re looking for a Client Success Specialist to join our remote-first team. This role will initially support one of Ei's largest strategic client partnerships, requiring frequent onsite engagement at a petrochemical facility in Southeast Houston. You’ll work directly with engineering, operations, maintenance, and leadership teams to drive adoption of Ei's solutions and ensure long-term success.

Responsibilities

• Build strong client partnerships
• Serve as the primary point of contact for assigned accounts
• Lead onsite client meetings, workshops, and stakeholder discussions
• Deliver presentations, product updates, and solution reviews to client teams and leadership
• Translate complex challenges into practical solutions
• Advocate for client needs internally while aligning them with Ei's solutions
• Help clients maximize the value of their investment in Ei
• Guide clients through success
• Support onboarding, training, and client success planning
• Monitor account health and usage metrics to identify opportunities and risks
• Ensure clients achieve the outcomes they expected when partnering with Ei
• Facilitate adoption strategies that drive long-term engagement and value
• Solve problems and remove roadblocks
• Troubleshoot issues and coordinate with internal teams
• Identify root causes and recommend long-term improvements
• Partner with technical teams to resolve complex customer challenges
• Drive product adoption and growth
• Introduce clients to new features and capabilities
• Support demos, workshops, training sessions, and product walkthroughs
• Help capture client success stories and case studies
• Promote best practices that increase adoption and customer value
• Be the voice of the user
• Gather and organize feedback from real users
• Collaborate with ProductOps, Engineering, and Product teams
• Identify patterns that lead to product improvements and better training resources
• Ensure customer perspectives are represented in strategic discussions

Requirements

• Relationship Builder - You genuinely enjoy working with people and building trust with a wide variety of stakeholders
• Problem Solver - You can juggle multiple priorities while keeping details under control and moving projects forward
• Executive-Level Communicator - You can translate complex ideas into clear, actionable conversations and are comfortable leading meetings, delivering presentations, and facilitating discussions with both technical and non-technical audiences
• Tech Curious - You enjoy learning new systems and helping others use them successfully
• Team Player - You collaborate naturally across teams and bring a solutions-oriented mindset
• Adaptable Professional - You thrive in dynamic environments and can confidently engage with stakeholders ranging from plant personnel to executive leadership

Bonus points if you have

• Experience in Customer Success, Client Success, Technical Account Management, Account Management, Consulting, or a similar client-facing role
• Experience working in refinery, petrochemical, chemical manufacturing, LNG, energy, or other industrial plant environments
• Familiarity with plant operations, maintenance, reliability, engineering workflows, or P&IDs
• Chemical Engineering, Process Engineering, or related technical background
• Experience delivering presentations, workshops, software demonstrations, or training sessions
• Experience supporting technical users in industrial environments
• Experience with tools like: CRM platforms, Intercom or similar support tools, Project management systems (Asana, etc.)

Mandatory

• Authorization to work in the United States
• Residence in the Houston metropolitan area, preferably South or Southeast Houston
• Ability to travel weekly to a client facility near Freeport, Texas
• Comfortable spending more than 50% of the month onsite at client facilities
• Strong client-facing communication and presentation skills
• Able to build relationships with technical and operational stakeholders
• Able to manage multiple clients, priorities, and projects simultaneously
• Willingness to complete a background check and drug screening

Benefits

• A healthy work-life balance
• Health, Vision, and Dental insurance coverage
• 401(k) with matching contributions
• Cell phone / internet stipend
• Travel stipends and per diem
• Generous PTO and holiday schedule
• Annual Salary: $60,000 – $75,000 depending on experience