Leucipa Customer Success Manager - Operations

Baker Hughes•Houston, TX

About The Position

The Leucipa Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business value from their investment in the Leucipa digital production optimization platform. The role acts as the primary post-sales business partner, guiding customers through adoption, value realization, operational maturity, expansion opportunities, and long-term sustainment of Leucipa solutions. The Customer Success Manager serves as the bridge between customer stakeholders and Baker Hughes delivery, product, support, and commercial teams, ensuring customer objectives are translated into actionable success plans and delivered through a consistent, scalable customer success framework. This position focuses on driving adoption, reducing customer risk, accelerating time-to-value, and supporting renewal and expansion opportunities.

Requirements

Have a bachelor’s degree in engineering, computer science, petroleum engineering, production engineering, data science, business, or related discipline.
Minimum of 5 years of experience in Systems Administration.

Nice To Haves

Minimum of 15 years of experience in one or more of the following: Oil & Gas production operations, Artificial Lift Systems, O&G Chemical Management, Production Optimization, Digital Oilfield Solutions, Customer Success or Digital Transformation Programs
Master's degree.
Experience with production optimization workflows
Knowledge of artificial lift technologies (ESP, Gas Lift, PCP, Rod Lift)
Knowledge of chemical management operations
Familiar with production surveillance and well monitoring
Experience in data analytics and AI-driven optimization
Knowledge of SCADA, PI System, AVEVA, Databricks, or equivalent platforms
Knowledge of enterprise SaaS platforms and cloud solutions
Experience in change management and digital adoption programs

Responsibilities

Developing and managing customer success plans aligned with business objectives.
Defining and tracking customer KPIs, value drivers, and expected outcomes.
Leading value realization reviews and executive business reviews.
Ensuring customers achieve agreed operational, production, efficiency and sustainability targets.
Establishing measurable success criteria and communicate progress to stakeholders.
Driving adoption of Leucipa workflows, dashboards, AI/ML capabilities, and optimization applications.
Monitoring platform utilization and identifying opportunities to increase engagement.
Coordinating training, enablement, and change management activities.
Promoting best practices and success stories across customer organizations.
Supporting organizational adoption through collaboration with implementation and change management teams.
Serving as the trusted advisor for customer operational, technical, and business stakeholders.
Developing relationships with asset managers, production engineers, artificial lift teams, digital teams, and executive sponsors.
Conducting regular governance meetings and success reviews.
Proactively identifying risks, issues, and barriers affecting customer outcomes.
Acting as the voice of the customer within Baker Hughes.
Executing standardized customer success motions and lifecycle management processes.
Maintaining customer health scores and risk assessments.
Monitoring account health indicators, engagement levels, adoption metrics, and renewal readiness.
Escalating risks and coordinating mitigation plans with internal teams.
Ensuring predictable, repeatable customer success execution.
Partnering with Sales and Commercial managers, Digital Operations & Implementation teams, Product Management, Beacon & technical support, Production & Intervention technical teams, Data Science and Analytics teams.
Coordinating delivery of customer requirements, enhancements, and issue resolution.
Aligning internal teams around customer success objectives.
Identifying opportunities for additional modules, workflows, and digital transformation initiatives.
Supporting commercial teams through value cases and business outcome documentation.
Contributing to renewal planning and customer retention strategies.
Helping expand adoption across assets, fields, and business units.

Benefits

Contemporary work-life balance policies and wellbeing activities
Comprehensive private medical care options
Safety net of life insurance and disability programs
Tailored financial programs
Additional elected or voluntary benefits
Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k).
Choice of coverage options that best suit your needs.
Comprehensive and competitive benefits package
Additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.

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