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Customer Success Director

Customer Success | Austin, Texas | Full Time

Job Description

About Novi

Novi Labs is a venture backed innovative, nimble, rapidly growing AI focused company based in Austin, Texas. We are driven to improve economic outcomes in the energy exploration and extraction sector.  This is a sector that has vast amounts of data but has struggled to glean key insights from it at scale. Novi is extremely well positioned to help solve that challenge. Our full stack artificial intelligence driven software and our team of experts are leveraged by energy engineers and analysts to optimize wellfield planning and operations, offering tremendous ROIs.

Novi is a Software as a Service (SaaS) solution leveraging leading edge artificial intelligence and machine learning  to assimilate large data sets and provide predictive analytics and models into how to best extract energy.

We are providing global leading energy companies with game changing software and services to dramatically improve their businesses. Given the capital investments at stake, the ROIs we can provide are dramatic.

We pride ourselves in our ability to attract great talent, offer a fast paced, collaborative, fun work environment, and cutting-edge client-centric big data challenges to solve. Our team includes data scientists, software engineers, data analysts, and customer success experts to provide a world class product  and support for our customers.

The Position

The Client Success Director (CSD) is a senior level role reporting directly to the COO. As the CSD you will own the overall success (onboarding, ongoing health and ROI, and retention/expansion) of a number of customers.


The successful CSD is a strategic thinker that can effectively engage with key customer stakeholders to build out a strategy and a plan to drive our customers to success. As a CSD you will be managing the overall execution of this plan and coordinating the various teams (Novi and Customer) to hit milestones and drive measurable customer value. You will develop and leverage intimate knowledge of customer data & strategy in order to lead collaboration across Novi Data Science, Project Management, and Engineering teams.


Key Responsibilities


  • Complete ownership of customer success (retention, demonstrated value-add of Novi solution) in your ‘book-of-business’

  • Supporting pre-sales and expansion activities

  • Effectively engaging cross-functional Novi and customer teams to drive Novi value for customers across pre-sales, onboarding, and ongoing customer support for the life of relationship

  • Building Novi champions in customer base

  • Establish trusted relationships with key customer stakeholders

  • Effectively handling customer objections and questions around Novi solution

  • Successfully managing multiple customer engagements simultaneously

  • Establishing hard metrics and a definition of success for each customer in book-of-business including usage, SLAs around Production support, pilot conversions and renewals

  • Articulate Novi’s data science differentiators and value to prospects/customers

  • Driving customer feedback to Novi engineering to ensure the best possible customer experience

  • Assist in prioritizing product requirements by communicating customer needs and impact.

  • Engage customer stakeholders through regular customer site visits to facilitate workshops on data collection, model strategy, and value creation




  • BA/BS degree a related technical field or equivalent practical experience.

  • > 10 years working with cross-functional customer stakeholder teams in the Oil & Gas vertical

  • Experience working in/around well planning workflows for unconventional assets

  • Experience working with Oil & Gas drilling, completions, well header, and petrophysical data types

  • Strong communication skills (written and presentation), Ability to speak confidently with C-level customer stakeholders

  • Strong attention to detail

  • Ability to ramp quick with new customers, new opportunities

  • Ability to travel domestically as needed, up to 50% of the time

  • Ability to present technical materials to diverse stakeholder groups

  • Ability to engage with executives on both technical and non-technical matters

  • Data science / machine learning experience preferred

  • Experience with SaaS based Software solutions preferred


  • We work with the best tools in an amazing new office space.  We are a laid back culture that enjoys getting together over a beer or Free Lunch Fridays. We offer a benefits package that is super rich but employees pay next to nothing, rare for a start-up our size.  We encourage employees to take advantage of our unlimited PTO to allow them to recharge and tackle the interesting problems we are solving.