Senior Manager, Customer Success - Upstream On Demand Software Suite (Hybrid Work Schedule)

Senior Manager, Customer Success – Upstream On Demand Software Suite

Location: Houston, TX or Dallas, TX

Model of Work: Hybrid

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 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.

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.

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).

Success Measures

- Achieve or exceed annual renewal and retention targets.

- Maintain accurate and timely renewal forecasting with defendable risk profiles.

- Improve customer health scores and satisfaction metrics (e.g., NPS/CSAT).

- Demonstrate measurable customer value realization and adoption growth.

- Develop a high-performing, motivated Customer Success team.

Additional Details

- 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, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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

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