Leucipa Customer Success Manager - Operations

Key Competencies:

Customer Leadership

• Executive stakeholder management
• Consultation and influencing skills
• Strategic relationship building
• Customer advocacy

Business Acumen

• Value realization
• ROI development
• Outcome-based selling
• Commercial awareness

Program Management

• Risk management
• Governance and reporting
• Cross-functional leadership
• Project coordination

Communication

• Executive presentations
• Business reviews
• Technical-to-business translation
• Workshop facilitation

Typical Reporting Relationship

Reports To: Director, Digital Operations

Key Interfaces:

• Account Managers
• Customer Success Team
• Digital Operations & Implementation
• Product Management
• Artificial Lift Services
• Technical Support
• Data Science & Engineering Teams
• Customer Asset Teams and Executive Sponsors

As a Digital Technology Manager, you will be responsible for:

Customer Value Realization

• 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.

Customer Adoption & Engagement

• 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.

Customer Relationship Management

• 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.

Success Program Governance

• 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.

Cross-Functional Coordination

• 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.

Growth & Expansion

• 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.

Fuel your passion

To be successful in this role you will:

• 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.

Desired Qualifications:

• 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

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone.

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input.

Join us, and you can expect:

• 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

You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.

This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.

The Baker Hughes internal title for this role is: Digital Technology Senior Manager - Digital Operations