Vice President, Customer Success

About Novi

Novi Labs is a venture-backed, rapidly growing artificial intelligence-driven company based in Austin, Texas. Our mission is to improve economic outcomes for our customers on their energy investments.

The Oil & Gas sector has historically struggled to derive actionable insights from its vast data. Novi was founded by industry experts, data scientists, and experienced software engineers to help solve this problem.  Our expertise in building scalable, data-driven analytical applications positions us exceptionally well to help customers optimize multi-billion dollar annual capital investments.

Novi’s customers include innovative Oil & Gas operators and forward-thinking energy investors.  They invest hundreds of billions annually to find and develop energy assets. Novi improves outcomes on these investments by supporting better decisions through applied artificial intelligence and superior licensed proprietary and engineered data – which reduces risk through data-driven optimization.  We simply help our clients choose the best way to invest their capital.

We pride ourselves on attracting great talent by offering a challenging, collaborative, and rewarding work environment. We have a track record of delivering effective solutions to challenging problems and a reputation for building great software that our users love.

The VP of Customer Success Position

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.

Responsibilities:

• Hire, mentor, manage, and direct post-sales Customer Success organization members.
• Ownership of the Customer Success team’s outcomes, including adoption, health scores, retention revenue, renewal rates, expansion opportunity identification, churn rate, and customer advocacy.
• Partner with the sales organization to offer account insights and build expansion opportunities.
• Build retention plans and coordinate with appropriate functional areas to ensure customer success and renewal.
• Establish best practice playbooks and account review processes.
• 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

Requirements:

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

Culture Fit:

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

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

 More About Novi:

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