Opportunity DetailsQRR-4677
Senior Director, Customer Success - Strategic Accounts (Hybrid Work Schedule)Houston, TX
Senior Director, Customer Success - Strategic Accounts Location: Houston, Texas Model of Work: Hybrid Overview The Senior Director, Customer Success owns the end-to-end customer success strategy for one of Quorum's 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 account's sales leadership, coordinate a cross-functional account team spanning Sales, Services, Product, and Support, and represent the account's health and strategy to Quorum's 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 customer's 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 account's 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 customer's 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 - Bachelor's 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, 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.
