Senior Customer Success Manager (Hyrbid Work Schedule)

About the role

The Senior Customer Success Manager owns a strategic portfolio of enterprise customers across North America. The role is accountable for customer outcomes, revenue retention, and executive relationships. You partner with senior customer leaders to define success plans, lead complex renewals, manage high-risk escalations, and drive multi-year growth across a $10–15M annual recurring revenue portfolio. You serve as the executive sponsor for each assigned account, owning customer health reporting and end-to-end lifecycle execution across Quorum’s largest and longest-standing customers.

Responsibilities

• Customer Success & Value Realization:
  • Drive measurable customer outcomes through adoption, optimization, and value realization
  • Identify opportunities for process improvement, training, and solution alignment
• Customer Engagement:
  • Lead monthly and quarterly executive touchpoints
  • Own escalations and renewal execution
• Voice of the Customer:
  • Act as the primary internal advocate for customer needs
  • Partner cross-functionally to resolve complex issues
• Growth & Expansion:
  • Partner with Sales on renewals, upsells, and cross-sell motions
  • Support long-term account and revenue strategy
• Operations & Risk Mitigation:
  • Own account health monitoring, risk assessment, and forecasting
  • Maintain CRM accuracy, backlog visibility, and renewal hygiene

Requirements

• Bachelor’s degree from an accredited university
• Travel 20-30% required, varies per portfolio
• Proven ability to operate at executive level with stakeholders
• Strong negotiation, presentation, and written communication skills
• Ability to prioritize complex, high-revenue accounts
• Analytical mindset tied to health, risk, and revenue metrics
• Demonstrated success managing escalations

Preferred Skills

• 8+ years in Customer Success, Account Management, or related roles
• Enterprise SaaS experience with large, multi-product customers
• Oil and Gas industry experience with familiarity to one or more of the following: Planning, execution, production, reserves and hydrocarbon accounting
• Experience managing or mentoring senior CSMs