Senior Director, Customer Success - Strategic Accounts (Hybrid Work Schedule)
HybridHouston, Texas, United States
Job Summary
Own the end-to-end customer success strategy, success plans, and multi-year value roadmap for a supermajor energy account, serving as the senior CS executive and executive sponsor to customer leadership from application owners through VP-level IT. Lead the account through major platform transitions, cloud migrations, and post-acquisition integrations while driving retention, expansion, and win-back initiatives alongside the sales lead. Establish and run the account governance cadence, including executive business reviews and strategic partner reviews, to report health and risk to Quorum's CRO and board. Direct the extended account team across Services, Support, Product, and Partners to execute a single account plan, champion the voice of the customer into product roadmap prioritization, and maintain a minimum of one day per week onsite at the customer's Houston campus.
Required Qualifications
- Bachelor's degree from an accredited university
- Houston-based
- Minimum one day per week onsite at the customer
- Additional travel up to 10-20% as needed
- 12+ years in Customer Success, Account Management, or related enterprise software roles
- 5+ years in senior leadership
- Proven ownership of a strategic or global account (or portfolio) of $10M+ annual recurring revenue
- 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
- Measurable net revenue retention results
- Executive-grade communication
- Board-ready written narratives
- Data-driven health and risk reporting
- Confident presence in the room
- Employment eligibility to work with Quorum Software in the United States
- Criminal History Check clearance
- Education Verification clearance
- Employment Verification clearance
- Driver's License Verification clearance
- Passport/ID validation clearance
- Maintain and renew any visas or permits that grant employment eligibility where applicable
Desired Qualifications
- 15+ years of enterprise customer-facing experience with large, multi-product SaaS customers
- Oil and gas industry experience
- Experience 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)
- Experience with global SI partners
- Experience leading or mentoring senior CSMs
- Building account-team operating models
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