Customer Success Manager

Enertia Software Com•Houston, TX

About The Position

The Customer Success Manager owns the post-implementation relationship for a portfolio of assigned customers and serves as their primary point of contact. The role builds and maintains long-term customer relationships, promotes 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 coordinates with Support, Professional Services, Product, and Sales to communicate and address the customer experience. The CSM supports software adoption and value realization, monitors customer health and risk, and helps customers plan for product updates, upgrades, enhancements, and platform growth. The position also maintains account documentation and reporting, coordinates escalations and internal handoffs, supports customer events, and handles specified commercial and financial account tasks.

Requirements

Bachelor’s degree or equivalent experience in a related discipline.
Experience in oil and gas, energy, or industrial software.
Strong communication, relationship-building, and problem-solving skills.
Ability to facilitate conversations with technical and functional users as well as 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 and gas workflows, such as production, accounting, land, revenue, or operations.
3+ 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 point of contact.
Build trusted relationships with customer stakeholders, including end users, managers, and executive leadership.
Ensure a smooth handoff from Implementation or Project Management to Customer Success and Support.
Understand each customer’s business objectives, workflows, and success criteria.
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 shepherd 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.
Monitor customer organizational changes, including mergers and acquisitions, through relationship, commercial, and operational signals.
Identify at-risk accounts and develop mitigation and recovery plans when feasible.
Assist in identifying expansion or upsell opportunities aligned with customer needs.
Coordinate with Support on timely issue resolution and appropriate escalation.
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 or 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, and track client reference ability at different levels within 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 reports or documentation for invoicing when requested.
Address customer invoice inquiries and disputes professionally and clearly.