Senior Manager, Customer Success - CS Ops

Senior Manager, Customer Success – CS Ops

Location: Houston, Texas or US Remote

Model of Work: Hybrid if located in Houston, TX or Remote with Travel if the work location is US – Remote

Are you excited by challenges? Do you enjoy working in a fast-paced, international and dynamic environment? Then now is the time to join Quorum Software, a rapidly growing company and industry leader in oil & gas transformation.

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.

Overview

The Customer Success Operations Manager is responsible for driving operational excellence, process scalability, and data-driven decision-making across the Customer Success organization. This role will lead the deployment, configuration, and ongoing management of the company’s Customer Success Platform (CSP) to ensure seamless integration with CRM and analytics systems, enabling visibility, automation, and impact across the customer lifecycle.

Responsibilities

Platform Ownership and Enablement

- Lead the design, deployment, and administration of the Customer Success Platform (CSP), ensuring alignment with customer journey stages, segmentation models, and success workflows.

- Partner with IT, RevOps, and Customer Success leadership to integrate CSP with Salesforce (or other CRM), product usage data, billing systems, and support tools.

- Manage data hygiene, user access, governance, and reporting across the CSP environment.

- Establish standardized playbooks, triggers, and automation to drive proactive engagement and renewals forecasting.

- Lead vendor relationship management, including platform roadmap reviews, release testing, and enhancement prioritization.

Data, Insights, and Forecasting

- Define and maintain core Success metrics (GRR, NRR, adoption, health scores, renewals, and churn analysis).

- Build and maintain dashboards that provide real-time visibility into customer health and portfolio risk.

- Partner with Finance and Sales Operations to align forecast accuracy and renewal performance tracking.

- Support quarterly business reviews and board reporting through analysis of retention trends and expansion opportunities.

Process Design and Optimization

- Map and optimize key Success processes including onboarding, health scoring, escalation management, and renewals workflows.

- Implement scalable digital touch models leveraging CSP automation and in-app engagement.

- Drive continuous improvement through data analysis, stakeholder feedback, and emerging best practices.

Cross-Functional Collaboration

- Partner with Marketing, Product, and Support teams to close the loop on customer feedback, product adoption, and sentiment insights.

- Serve as a key liaison to IT and RevOps for systems alignment and data quality.

- Support leadership in capacity planning, segmentation, and headcount modeling.

- And other duties as assigned.

Requirements

- 7+ years in Customer Success Operations, RevOps, or related SaaS operations role.

- Proven experience deploying or managing a CSP such as Gainsight, Totango, Catalyst, Planhat, or ChurnZero.

- Strong understanding of SaaS retention metrics, customer journey design, and digital success strategies.

- Advanced Excel and Salesforce skills; experience with BI tools preferred (e.g., Tableau, Looker, Power BI).

- Excellent communication and stakeholder management skills.

- Strategic, analytical, and execution-oriented mindset with the ability to operate in a fast-paced environment.

Preferred Skills

- Private equity or high-growth SaaS environment.

- Exposure to renewals forecasting, customer health modeling, and AI-driven success automation.

- Prior experience developing CSP data architectures and reporting frameworks.

Additional Details

- Salary commensurate with experience ($122,400 - $160,000 US Dollars) with bi-weekly pay via direct deposit. Posted salary ranges are made in good faith. Quorum Software reserves the right to adjust ranges depending on the qualifications, experience, training, work history, and geographic location of the selected candidate.

- Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification and passport/ID validation.

- Visa Sponsorship: Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.

About Quorum Software

Quorum Software connects people and information across the energy value chain. Twenty years ago, we built the first software for gas plant accountants. Pipeline operators came next, followed by land administrators, pumpers, and planners. Since 1998, Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software, data standards, and integration. The trusted source of decision-ready data for 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com.

Quorum Diversity Statement: At Quorum, we are committed to fostering, cultivating, and preserving a culture of belonging. We want to be the place where a diverse pool of talented people join us, stay with us and do their best work. With a diverse team of employees, we grow and learn better together. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and our achievements. We are fully focused on equity and equality and believe deeply in diversity of race, gender, sexual orientation, age, religion, ethnicity, national origin, ability, neurodiversity and all the other characteristics that make us unique.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, ancestry, veteran status, disability, genetic information, or any other basis protected by law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.