CUSTOMER SUCCESS SPECIALIST

Roles & Responsibilities

• 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; escalate 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.
• Translate customer feedback into health score inputs and escalate 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.
• 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.

Requirements

• 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.
• 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.

Preferred

• Experience in the energy industry or industrial software environments.
• Familiarity with Customer Success platforms (e.g., Gainsight, ChurnZero).
• Exposure to KPI-driven customer success models.
• Experience with cloud platforms (AWS, Azure, or GCP).
• Knowledge of ticketing systems (e.g., Zendesk, HubSpot).
• Project or change management experience.