Senior Director, Customer Success - Strategic Accounts; Hybrid

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 world's 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 Quorum's 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.

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.

• 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

• 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

• 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

• 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

• 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…