Senior Customer Success Specialist

Nabors Drilling Solutions is seeking a Senior Customer Success Specialist to lead high-impact customer engagement initiatives within the RigCLOUD team. In this advanced role, you will serve as a trusted advisor to our most strategic customers, driving platform adoption, operational optimization, and long-term retention. You will leverage deep industry expertise and a strong understanding of drilling operations to proactively align customer objectives with the capabilities of RigCLOUD, ensuring measurable business outcomes.

The Senior Customer Success Specialist will also play a key role in mentoring junior team members, leading cross-functional improvement projects, and influencing product direction based on strategic customer insights. Acting as both a relationship builder and a technical consultant, you will work closely with Sales, Product Development, Training, 24/7 Support, and Operations to enhance customer value and contribute to the ongoing growth of the RigCLOUD business.

• Serve as the primary point of contact for high-value or complex customer accounts, building trusted partnerships that drive adoption, satisfaction, and expansion.
• Conduct executive-level business reviews, demonstrate platform ROI and align solutions to evolving customer strategies.
• Anticipate operational challenges, design mitigation plans, and guide customers through best practices for platform optimization.
• Act as a senior customer advocate internally, influencing decision-making in product roadmaps, service delivery, and operational processes.
• Lead strategic onboarding plans for enterprise customers, ensuring seamless integration and rapid time-to-value.
• Design and deliver advanced training sessions tailored to diverse audiences, from field personnel to executive stakeholders.
• Develop scalable enablement resources, such as knowledge bases, playbooks, and workflow guides, to elevate customer self-sufficiency.
• Analyze complex customer usage data to identify adoption trends, operational efficiencies, and growth opportunities.
• Produce detailed performance reports, highlighting KPIs, ROI metrics, and actionable recommendations for both customers and internal leadership.
• Partner with Sales and Product teams to identify upsell and cross-sell opportunities based on usage patterns and customer objectives.
• Collaborate with cross-functional teams to resolve escalations, ensuring prompt, effective solutions for high-priority issues.
• Mentor and coach junior Customer Success team members, sharing best practices and contributing to skills development.
• Lead internal initiatives to enhance customer experience, streamline processes, and implement operational efficiencies.

#LI-TL1

• 5+ years of experience as a driller, including exposure to oil and gas industry operations.
• Proven track record of managing enterprise-level customer relationships and delivering measurable business results.
• Strong communication and presentation skills, with the ability to influence at all organizational levels.
• Highly analytical, with experience in leveraging data tools (Excel, Power BI, or similar) to drive decisions and strategies.
• Demonstrated leadership skills, including mentoring peers and contributing to team development.
• Ability to navigate complex technical environments and translate business needs into actionable solutions.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in Engineering, Computer Science, Business Administration, or related field (Master’s degree a plus).
• Prior experience in SaaS-based solutions for the oil & gas sector.
• Advanced understanding of directional drilling, rig operations, and real-time data analytics.
• Familiarity with CRM and customer success platforms (Salesforce, Gainsight, etc.).

ESSENTIAL SKILLS/PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Exceptional relationship-building skills and the ability to act as a strategic advisor.
• Strong project management skills, with the ability to juggle multiple high-priority initiatives simultaneously.
• Flexible schedule and willingness to travel domestically up to 25%, including potential field visits.
• Comfortable working in both office and operational field environments.

Nabors is a leading provider of advanced technology for the energy industry. With operations in about 20 countries, Nabors has established a global network of people, technology an