Quorum Business Solutions · 1 week ago
Senior Manager, Customer Success - Upstream On Demand Software Suite (Hybrid Work Schedule)
Houston, TX
Full-time
Hybrid
Senior Level
5+ years expQuorum Software is a rapidly growing company and industry leader in oil & gas transformation. 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.
AdviceBusiness DevelopmentComplianceOutsourcing
No H1B
U.S. Citizen Only
Responsibilities
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
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
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
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
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
Qualification
Required
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
Bachelor's degree in Business, Engineering, or related field
Preferred
Familiarity with the energy or upstream oil & gas industry
MBA preferred
Company
Quorum Business Solutions
Quorum Business Solutions is a business consultancy that provides compliance advisory, function outsourcing, and fintech advisory services.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Keith Louis Chichon
Founder / CEO
Company data provided by crunchbase