Customer Success Manager

Enertia Software Com•Houston, TX

About The Position

The Customer Success Manager (CSM) owns post-implementation relationships for a portfolio of assigned customers and serves as their primary point of contact. The role builds and maintains long-term customer relationships, supports satisfaction and loyalty through proactive communication and issue resolution, and helps customers align Enertia’s solutions with their business, financial, and regulatory objectives. The CSM acts as a trusted advisor to operational users and customer leadership and works closely with Support, Professional Services, Product, and Sales. The CSM guides software adoption and value realization, conducts regular check-ins and quarterly business reviews, monitors customer health and account risks, and coordinates resolution of customer issues across internal teams. The role also contributes to customer retention and growth, maintains account documentation and reporting, supports customer events, and handles specified commercial and financial account responsibilities.

Requirements

Bachelor’s degree or equivalent experience in a related discipline.
Experience in oil & gas, energy, or industrial software.
Strong communication, relationship-building, and problem-solving skills.
Ability to facilitate conversations with technical and functional users and executives.
Ability to communicate effectively in writing with technical users and executive stakeholders.
Strong organizational skills and attention to detail.
Ability to manage multiple customer accounts and priorities effectively.
Willingness to travel up to 25%.

Nice To Haves

Familiarity with upstream, midstream, or back-office oil & gas workflows, such as production, accounting, land, revenue, or operations.
Three or more years of experience in Customer Success, Account Management, or Client Services.
Experience with SaaS platforms, ERP systems, or industry-specific software.
Experience supporting enterprise software customers.
Proficiency with CRM and customer engagement tools.
Experience with customer health and satisfaction metrics such as NPS.

Responsibilities

Own day-to-day relationships for a portfolio of assigned customers and serve as the primary post-implementation contact.
Build trusted relationships with end users, managers, and executive leadership, and ensure a smooth handoff from Implementation / Project Management to Customer Success and Support.
Understand customers’ business objectives, workflows, and success criteria; help align Enertia’s solutions with their business, financial, and regulatory objectives.
Act as the primary escalation point for customer issues and coordinate resolution across internal teams.
Encourage and support customer participation in Enertia-hosted events, including the annual User Conference.
Identify and support software adoption across customer organizations through listening, influencing, and coordination; promote new features, enhancements, and product updates.
Help customers plan upgrades, enhancements, and long-term platform growth.
Conduct regular check-in meetings and structured quarterly business reviews (QBRs).
Monitor customer health indicators, including usage trends, support activity, sentiment, and risk factors; identify at-risk accounts and develop mitigation and recovery plans when feasible.
Monitor customer organizational changes, including mergers and acquisitions, through relationship, commercial, and operational signals.
Assist in identifying expansion or upsell opportunities aligned with customer needs.
Coordinate with Support on timely issue resolution and escalation, and manage handoffs to Functional or Technical Services for upgrades, enhancements, and projects.
Represent the voice of the customer internally by providing structured feedback to Product and Leadership.
Collaborate with Sales on account changes, including mergers/divestitures, license changes, new modules, and contract amendments.
Provide regular account status and risk updates to the Director of Customer Success and Executive Management.
Maintain customer records, engagement notes, and success plans in Fresh Sales, Smartsheet, or other applicable systems; track and report customer health, retention, and satisfaction metrics.
Track client reference ability at various levels in each client organization.
Quote project Statements of Work (SOWs), license amendments, and module add-ons with management approval, as required.
Review employee time entries and customer invoices monthly for accuracy; provide supporting invoicing reports or documentation when requested.
Address customer invoice inquiries and disputes professionally and clearly.
Travel up to 25%.