CUSTOMER SUCCESS SPECIALIST

Job Purpose

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.

Roles & Responsibilities

Customer Relationship Management

• 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

Customer Adoption & Value Realization

• 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

Retention & Renewals Execution

• 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

Customer Success KPIs & Reporting

• 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

Customer Feedback & Surveys

• 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

Customer Communication

• 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‑Functional Collaboration

• 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

Experience & Education

Required:

• 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

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

Knowledge, Skills, and Abilities

• 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%