Customer Success Director

About CogniteEmbark on a transformative journey with Cognite, a global SaaS forerunner in leveraging data to unravel complex business challenges through our cutting-edge Cognite Data Fusion (CDF) platform. We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms. In the realm of industrial digitalization, we stand at the forefront, reshaping the future of Oil & Gas, Manufacturing and Energy sectors. As an integral part of the esteemed Aker family, Cognite brings forth a legacy of innovation and excellence. Excitingly, we are set to extend our footprint to the vibrant landscapes of India, which opens the door for you to be part of the expansion from the beginning. Join us in this venture where data meets ingenuity, and together, we forge the path to a smarter, more connected industrial future.
Customer Success is being re-established as an Adoption- and Impact-focused function within Global Delivery, helping our top-tier customers drive successful outcomes through the totality of what Cognite has to offer. 
The Customer Success team will embody Togetherness through cross-functional collaboration across Cognite. From taking over the baton from Field Engineering in pre-sales to supporting customers beyond First value, collaborating with Value Engineering to build value roadmaps across business divisions, supporting our Service team to deploy, validate and further enhance our Service offering optimised for Value and Adoption, co-developing adoption programs and catalysing end-user interaction and feedback to Product Management, to working with Customer Enablement to scale learnings into our 1:many initiatives. Customer Success will also be a catalyst to help Account Management drive successful Expansions and Renewals.
The Customer Success team at Cognite will be Curious and Open at heart – working to understand and empathise with both our end users and different functions within Cognite in a way that brings out the best in all of us.
We seek motivated, curious and customer-oriented Cogniters to join our team as Customer Success Managers / Directors. As a Customer Success Manager / Director, you will be responsible for a group of preselected top-tier customers to develop and drive an overall Customer Success Plan while supporting continuous improvements of the Customer Success function and its interactions with the broader Cognite org.
This position will require 20% travel to customer sites. It is a Hybrid role working out of our Houston office. Unfortunately, there isn't budget approved for relocation assistance

Key responsibilities include

• Develop and execute Customer Success plans anchored in Customer business targets and value roadmaps, supporting the overall account strategies
• Develop trusted advisor relationships with key stakeholders to ensure alignment between customer needs and Cognite product- and account strategy
• Stay up-to-date on and continuously coach customers on new Cognite developments and how to realise value from these in practice
• Drive user adoption at scale through training, evangelism and project deployments as needed
• Facilitate and promote interaction between Cognite product programs and customer end users
• Be the voice of the customer within Cognite – provide valuable input to internal product planning and release cycles, and assist with high-severity requests or escalations as needed
• Develop joint success stories with customers for internal and external communication contributing to Cognite’s reference base
• Get customers engaged through 1:many channels such as Hub, newsletters, webinars and events
• Help foster a collaborative climate between internal Cognite functions to rally around our joint mission of making our customers successful
• Bachelor Degree in Business, Engineering, Computer Science or similar (Masters or MBA preferred)

Relevant experience includes

• 8+ years experience in customer-facing role within business consulting, technology development or similar.
• 5+ years experience in Oil & Gas with a strong understanding of common customer pain points.
• Proven ability to manage complex stakeholder landscapes, building credible relationships on various levels of the organization
• Experience in preparing and hosting a wide variety of customer meetings, including workshops, business reviews, (product) demos and similar
• Proven ability to create alignment with and drive collaboration across functions towards a common goal
• Preferably experience developing strategic customer success or account plans, with ability to connect with and align across stakeholders from the boardroom to the shop floor
• Technical ba