Senior Director, Customer Success Strategic Accounts (Hybrid Work Schedule)

Senior Director Customer Success Strategic Accounts

Location: Houston Texas

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 worlds 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 Quorums 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 Director Customer Success owns the end-to-end customer success strategy for one of Quorums largest and most strategic global accounts: a supermajor energy company headquartered in Houston. This is a single-account leadership role with enterprise-wide scope spanning a multi-million-dollar multi-product portfolio across upstream measurement land planning and logistics solutions.

You are the senior CS executive on the account. You own retention across the full renewal book and share accountability with Sales for account growth expansion cross-sell and win-back alongside customer health executive relationships and the multi-year value roadmap. You operate as a peer to the accounts sales leadership coordinate a cross-functional account team spanning Sales Services Product and Support and represent the accounts health and strategy to Quorums executive leadership including CRO- and board-level reporting.

Responsibilities

Strategic Account Leadership:

• Own the customer success strategy success plans and multi-year value roadmap for the account aligned to the customers enterprise transformation programs and long-term planning horizon
• Serve as executive sponsor and the senior CS relationship holder with customer leadership from application owners through VP-level IT and business stakeholders
• Lead the account through major platform transitions including cloud and SaaS migrations product consolidations and post-acquisition integration programs

Retention Growth & Commercial Ownership:

• Own gross retention across the accounts full renewal book; lead renewal strategy negotiation and execution in partnership with Sales and Renewals
• Co-own the account growth plan with the sales lead; jointly drive expansion cross-sell SaaS migration and win-back pipeline from identification through close
• Convert adoption health and value-realization insight into qualified expansion opportunities; build the customer proof points and references that unlock the multi-year growth roadmap
• Own account health monitoring risk assessment churn forecasting and early-warning escalation on product fit and delivery risk

Executive Engagement & Governance:

• Establish and run the account governance cadence: executive business reviews strategic partner reviews and vendor management relationships
• Build and maintain a full relationship map across customer business units; close coverage gaps and develop internal champions
• Report account health risk and strategy to Quorum executive leadership on a regular cadence

Cross-Functional Orchestration:

• Direct the extended account team across Services Support Product and Partner organizations to a single account plan
• Own escalation management end to end including executive-level escalations and recovery programs
• Champion the voice of the customer into product roadmap and delivery prioritization

Onsite Presence & Market Leadership:

• Spend a minimum of one day per week onsite at the customers Houston campus; build the badge-level presence informal networks and relationship depth this account requires
• Represent Quorum as a thought leader with the customer and in the Houston energy market including industry conferences and executive forums

• And other duties as assigned.

Requirements

• Bachelors degree from an accredited university

• Houston-based; minimum one day per week onsite at the customer with additional travel up to 10-20% as needed

• 12 years in Customer Success Account Management or related enterprise software roles including 5 years in senior leadership

• Proven ownership of a strategic or global account (or portfolio) of $10M annual recurring revenue with direct retention accountability

• Demonstrated success building and sustaining VP- and C-level customer relationships within large complex enterprises

• Track record leading customers through multi-year platform migrations escalations and trust-recovery programs

• Strong commercial acumen across renewals negotiation and account P&L dynamics

• Demonstrated track record partnering with Sales to source and close expansion revenue within existing accounts with measurable net revenue retention results

• Executive-grade communication: board-ready written narratives data-driven health and risk reporting and confident presence in the room

Preferred Skills

• 15 years of enterprise customer-facing experience with large multi-product SaaS customers

• Oil and gas industry experience ideally with supermajors or large operators; familiarity with planning execution production measurement land management or hydrocarbon accounting workflows

• Experience operating alongside large ERP transformation programs (e.g. SAP S/4HANA) and global SI partners

• Experience leading or mentoring senior CSMs and building account-team operating models

Additional Details

• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check Education Verification Employment Verification Drivers 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 1800 companies Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information visit.

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