A fast-growing oil & gas research and technology firm in the energy sector is seeking an experienced Head of Customer Success based in Houston. This critical role will involve enhancing the existing customer success strategy, driving global expansion, and building a scalable, client-centric framework to ensure maximum value and satisfaction.
Key Responsibilities
Strategic Leadership: Develop and execute a comprehensive strategy for customer success globally, aligning with the company's growth objectives and ensuring an exceptional client experience.
Team Building & Development: Lead, mentor, and grow a high-performing global customer success team.
Client Onboarding & Adoption: Oversee the onboarding process, ensuring seamless integration of services into client workflows.
Retention & Expansion: Drive client satisfaction and retention while identifying opportunities for account expansion and upselling.
Operational Excellence: Establish key performance metrics to track customer health and ensure proactive engagement.
Feedback Integration: Collaborate with product, sales, and marketing teams to incorporate client feedback into strategic decisions and product development.
Global Expansion: Spearhead initiatives to scale customer success operations across new and existing markets globally.
Required Skills & Experience
Proven leadership experience in customer success, or related roles in oil & gas or SaaS
Track record of enhancing customer retention, satisfaction, and expansion.
Strong commercial acumen with a focus on value delivery and identifying client needs.
Exceptional communication and stakeholder management skills.
Experience leading and scaling teams across multiple regions.
Proficiency in CRM tools and customer success metrics.
Preferred Qualifications
Bachelor's degree in geology, petroleum, or a related field (advanced degrees preferred).
Experience in managing customer success teams in a high-growth, fast-paced environment.