Customer Success Specialist

Weatherford•Houston, TX

About The Position

The Customer Success Specialist for Digital Products drives adoption, retention, and renewal outcomes across an assigned portfolio of Weatherford digital software accounts. This individual contributor executes within an established Customer Success framework, owning day-to-day customer relationships, tracking account health, and helping customers realize measurable value from Weatherford’s digital solutions. The role works closely with Support, Sales, Product, and internal leadership to share customer insights and support commercial outcomes. Success is measured by customer health scores, adoption growth, renewal execution, and the quality of customer relationships maintained across the assigned portfolio. The position may require domestic and potentially international travel of up to 30%.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology, Business, or a related field.
At least 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.
Customer-focused mindset with strong problem-solving ability.
Analytical thinking and data interpretation skills.
Strong organizational and time management skills.
Ability to collaborate across teams and influence without authority.
Comfort working in a fast-paced, evolving environment.

Nice To Haves

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

Responsibilities

Own and maintain strong, long-term relationships with prioritized digital product customers.
Act as the primary post-sale point of contact, focusing 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, escalating to management with recommended actions.
Ensure customers 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 by providing customer context, adoption data, and account insights.
Support renewal execution with data-driven recommendations and 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 accurate, timely account data to Customer Success reporting cycles.
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 customer messaging is consistent, value-focused, and aligned with adoption and retention objectives.
Work cross-functionally with Sales, Product, and Support 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.