CUSTOMER SUCCESS SPECIALIST
- 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
- Deploy and analyze customer journey surveys within assigned accounts
- 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
- 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, 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
- 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
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