Senior Manager, Customer Success - Upstream On Demand Software Suite (Hybrid Work Schedule)
About The Position
Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors, throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies. The Senior Manager of Customer Success for Upstream On Demand is responsible for leading a high-performing team that ensures customer satisfaction, retention, and growth across Quorum Software’s SaaS portfolio serving the upstream oil and gas market. This leader owns the customer lifecycle post-sale, developing strategies that drive value realization, mitigate churn risk, and maintain a defendable renewal profile across the SMB segment. The Senior Manager works cross-functionally with Sales, Marketing, Engineering, and Support to proactively manage customer health, identify adoption barriers, and deliver world-class customer experiences. This role is instrumental in achieving the company’s financial goals through disciplined renewal forecasting and execution.
Requirements
- 5+ years of experience in Customer Success, Account Management, or SaaS Operations; 2+ years in a leadership role.
- Proven success managing renewal motions and retention KPIs within a SaaS environment.
- Experience leading teams serving SMB or mid-market customers.
- Strong business acumen with the ability to interpret financial metrics and forecast renewal outcomes.
- Excellent communication, stakeholder management, and cross-functional collaboration skills.
- Familiarity with the energy or upstream oil & gas industry preferred.
- Bachelor’s degree in Business, Engineering, or related field (MBA preferred).
Responsibilities
- Customer Retention & Risk Management: Own renewal rate and customer retention KPIs for the Upstream On Demand product line. Develop and maintain a defendable customer risk profile to support accurate revenue forecasting and budgeting. Implement customer health scoring, playbooks, and proactive engagement strategies to mitigate churn risk.
- Team Leadership: Lead and mentor a team of Customer Success Managers (CSMs) and a Renewals Specialist to deliver measurable business outcomes for customers. Foster a culture of accountability, collaboration, and customer advocacy. Set and monitor team performance goals aligned with company objectives.
- Customer Experience & Value Realization: Ensure customers achieve measurable ROI and sustained value from Quorum’s SaaS solutions. Drive adoption and engagement through structured onboarding, enablement, and success planning. Partner with CSM teams servicing upmarket customers to extend expertise and augment customer experience.
- Cross-Functional Collaboration: Partner with Sales to ensure smooth transitions from new sales to renewals, and identify expansion opportunities. Collaborate with Product Management and Engineering to provide customer insights that influence roadmap priorities. Work with Marketing to develop customer communications, case studies, and advocacy programs. Coordinate with Support to resolve escalations and improve customer outcomes.
- Data-Driven Management: Use analytics and systems (e.g., CRM, CS platforms) to monitor account health, forecast renewals, and identify at-risk customers. Report regularly on renewal performance, customer satisfaction trends, and team impact.
- And other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
