Customer Success Manager

About the role

The Customer Success Manager (CSM) drives customer adoption, measurable value realization, retention and growth across a portfolio of customers. As the primary post-sale relationship owner and trusted advisor, the CSM coordinates the customer journey from onboarding through adoption, value realization, renewal readiness and expansion, working with Sales, Technical Sales, Services, Support, Product and Engineering.

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, manage risks proactively and coordinate cross-functional escalations and recovery plans
• Partner with Sales on renewal readiness and retention and identify qualified expansion opportunities
• Tailor engagement to customer needs and account segments

Required profile

• 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
• Ability to influence and coordinate cross-functional teams without direct authority

Required skills

• 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: experience with enterprise software, digital transformation, cloud or industrial technology solutions
• Preferred: knowledge of energy industry workflows (upstream, subsurface, drilling, wells, production, data management)
• Preferred: familiarity with CRM, product telemetry, analytics and reporting tools such as Salesforce and Power BI

What we offer

• Competitive compensation plans
• Health benefits
• Work-life programs
• Reward and incentive plans