Senior Manager of Customer Success

PakEnergy • Frisco, TX

4d • Hybrid

About The Position

The Senior Manager of Customer Success leads PakEnergy’s Customer Success organization, managing a team of Customer Success Managers (CSMs) spanning from entry-level to executive/strategic-level roles. This leader is responsible for driving customer satisfaction, product utilization/adoption, and retention across the customer base, while ensuring the team operates with consistency, rigor, and strong CRM discipline. This role blends people leadership, operational excellence, and executive-level relationship management, and requires someone equally comfortable coaching an early-career CSM and representing PakEnergy in a strategic business review with a customer's C-suite.

Requirements

• 7+ years of experience leading Customer Success teams in a SaaS or subscription-based business, including multi-level ICs.
• Experience leading teams spanning a range of seniority — from entry-level CSMs to senior/executive-level or strategic account owners.
• Proven track record of improving retention, expansion revenue, and customer satisfaction metrics.
• Experience leading and facilitating executive-level business reviews (QBRs/EBRs) with enterprise or strategic customers.
• Strong experience managing a remote and/or hybrid team, including staff based at a home office/HQ location and staff working remotely.
• Deep familiarity with CRM systems and a demonstrated commitment to data hygiene and process discipline.
• Strong analytical skills, with experience building and using health scores, dashboards, and utilization/adoption metrics.
• Excellent executive presence and communication skills, comfortable engaging with customer executives and internal leadership alike.
• Bachelor's degree or equivalent professional experience.
• Employment eligibility to work with PakEnergy in the United States is required, as the company will not pursue visa sponsorship for this position.
• Candidates are responsible for maintaining and renewing any visas or permits that grant employment eligibility.

Nice To Haves

• Experience with customer success platforms.
• Experience designing career-level frameworks or competency models for a growing CS organization.
• Background in both high-touch enterprise and scaled/tech-touch customer success motions.

Responsibilities

• Lead, hire, and develop a multi-level Customer Success team, from entry-level CSMs through senior/executive-level customer success leads, providing career pathing and coaching at every level.
• Own the customer success strategy for driving satisfaction (CSAT/NPS), product utilization and adoption, and net/gross retention across the portfolio.
• Establish and manage a cadence of business reviews (QBRs/EBRs) for key accounts, ensuring CSMs are prepared with data-driven insights, ROI narratives, and clear action plans.
• Manage a distributed team, including staff working from the home office location and fully remote team members, ensuring consistent culture, communication, and performance standards across the group.
• Define and enforce CRM hygiene standards, accurate account data, health scores, renewal/risk flags, and activity logging — so leadership has a reliable, real-time view of account health.
• Build and monitor customer health scoring models, proactively identifying at-risk accounts and directing intervention playbooks.
• Partner closely with Sales on renewals, expansions, and upsell opportunities, and with Product/Support on escalations and roadmap feedback.
• Develop and maintain playbooks for onboarding, adoption, renewal, and win-back, tailored to different customer segments and CSM levels.
• Report on retention, churn, expansion revenue, and utilization metrics to executive leadership, with clear narratives on trends and risk.
• Establish scalable processes and career-level frameworks so the team can grow efficiently as the customer base expands.
• Represent Customer Success in cross-functional planning, ensuring the voice of the customer informs product, marketing, and support priorities.
• Directly supervise team members, including hiring, onboarding, training, and performance management.
• Set clear goals and expectations for team members and conduct regular performance reviews.
• Provide coaching, mentorship, and professional development opportunities to support team growth.
• Serve as an escalation point for complex client issues and support resolution efforts.
• Foster a collaborative, customer-centric, and high-performance team culture.

Benefits

• Generous PTO
• Competitive compensation structure that includes sales commissions
• Paid health insurance
• 401(k)-retirement plan
• Casual business work environment
• Positive culture designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization.
• Dedicated to individual growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level