Leucipa Customer Success Manager - Operations

Baker Hughes Company; Houston (TX); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Private medical care

Life & disability insurance

401k / retirement plan

Wellbeing programs

Job summary

Baker Hughes is seeking a Digital Technology Senior Manager - Digital Operations to lead customer success for the Leucipa platform in the US market. The role partners with customers to realize measurable value, drive adoption of workflows and AI/ML capabilities, and coordinate with product, delivery, and support teams to ensure successful outcomes.

You will guide executive stakeholders, manage governance reviews, and identify expansion opportunities across assets and fields while aligning with

Qualifications

• Bachelor's degree in engineering, computer science, or related field; minimum of 5 years in systems administration or equivalent.
• Experience in oil & gas or digital transformation programs preferred.
• Experience with production optimization workflows and AI/ML capabilities is a plus.

Responsibilities

• Develop and manage customer success plans aligned with business outcomes.
• Define and track KPIs, value drivers, and expected outcomes; lead reviews with executives.
• Drive adoption of Leucipa workflows, dashboards, and AI/ML capabilities; coordinate training and change management.
• Maintain governance meetings and success reviews; identify risks and mitigation actions.
• Coordinate cross-functional teams to deliver customer requirements and resolve issues.
• Identify opportunities for expansion and renewals; contribute to account health and retention strategies.

Skills

Executive stakeholder mgmt

Cross-functional leadership

Value realization

ROI development

Program management

Governance & reporting

Communication

Workshop facilitation

Business reviews

Strategic relationship building

Risk management

Education

Bachelor's degree in engineering or related field

Job description

Join our Baker Hughes OFSE Organization Position Summary The Leucipa Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business value from their investment in the Leucipa digital production optimization platform. The role acts as the primary post-sales business partner, guiding customers through adoption, value realization, operational maturity, expansion opportunities, and long-term sustainment of Leucipa solutions. Partner with the best The Customer Success Manager serves as the bridge between customer stakeholders and Baker Hughes delivery, product, support, and commercial teams, ensuring customer objectives are translated into actionable success plans and delivered through a consistent, scalable customer success framework. This position focuses on driving adoption, reducing customer risk, accelerating time-to-value, and supporting renewal and expansion opportunities.

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

At Baker Hughes, we are transforming the future of energy. With operations in over 120 countries, we are developing and deploying industry-leading technologies and services to take energy forward. For more than a century, our inventions have revolutionized energy. Today, we are bringing our expertise to make oil and gas safer, cleaner, and more efficient. Our people are the trusted experts, relied on to solve customer challenges big and small. 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. We believe in creating an environment of diversity and inclusion, without bias. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We're makers, inventors, and leaders who aren't afraid of the tough challenges. We believe pushing boundaries will help to lead the way for a new energy future.