Vice President Of Customer Success

The VP of Customer Success is a proven leader with a track record of scaling software customer success organizations with experience and expertise in oil and gas. This role will develop and lead a strong, knowledgeable, and proactive client-facing team. The VP will drive a results-oriented culture, execute and continuously improve operational plans and processes.

This role will drive customer engagement, ensure positive outcomes, drive superior renewal rates, and expand customer relationships.The VP will ensure maximum value throughout onboarding, training, support, client management, renewals, cross-sell, expansion, and advocacy.

The position will be part of the executive leadership team and will be responsible for working closely with all other functional areas.

• Champion client priorities with the product planning team to influence client success initiatives within the product roadmap.
• Develop repeatable solutions with optimized success outcomes that can be executed jointly with customers
• Ownership of the Customer Success team’s outcomes, including adoption, health scores, retention revenue, renewal rates, expansion opportunity identification, churn rate, and customer advocacy.
• Build retention plans and coordinate with appropriate functional areas to ensure customer success and renewal.
• Partner with the sales organization to offer account insights and build expansion opportunities.
• Establish best practice playbooks and account review processes.
• Hire, mentor, manage, and direct post-sales Customer Success organization members.

• Proven software Customer Success leadership experience.
• CRM and software expertise.
• Understanding unconventional fundamentals, including drilling & completions, reservoir, and geology.
• Executive-level experience and ability to navigate accounts at the most senior levels.
• Bachelor’s Degree in a relevant technical field (petroleum engineering, geology, finance)
• Proven record of driving adoption and growth of the install base.
• Minimum of 7 years experience in the oil and gas industry.
• Strong verbal and written communication skills.
• Familiarity with the oil and gas analytics market and ability to align Novi’s data solutions to customer goals/problems.

At Novi, culture fit is as important as technical fit. Our team will be a great fit for you if you:

• Have a positive attitude
• Enjoy working in a small, highly collaborative team
• Enjoy customer, team and company successes as much as your own
• Can influence through well-reasoned ideas and clear communication

• 401K
• Flexible Leave Policy
• A professional work environment with a clear understanding of work/life balance
• Stock Options
• Health/Dental/Vision Insurance
• Remote work with visits to head office in Austin, TX