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Quorum Software · 2 weeks ago

Senior Manager, Customer Success - Customer Success Operations

Greater Houston

Full-time

Hybrid

Senior Level

$122K/yr - $160K/yr

7+ years exp

Quorum Software is a rapidly growing company and industry leader in oil & gas transformation. The Senior Manager, Customer Success Operations is responsible for driving operational excellence and data-driven decision-making across the Customer Success organization, leading the deployment and management of the Customer Success Platform to enhance customer engagement and success metrics.

ComputerElectronicsSoftware

No H1B

Responsibilities

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

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

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

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

Qualification

Customer Success PlatformSalesforceSaaS retention metricsAdvanced ExcelBI toolsStakeholder managementAnalytical mindsetExecution-oriented mindsetCommunicationStrategic mindset

Required

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

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

Benefits

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.

Company

Quorum Software

Glassdoor3.9

Quorum Software is a leading provider of energy software worldwide powering growth and profitability for energy businesses by connecting people, workflows, and systems with decision-ready data.

Founded in 1995

Houston, Texas, USA

1001-5000 employees