Senior Manager of Customer Success
PakEnergy · Frisco, TX ·
- Work mode
- Remote
- Seniority
- Senior
- Category
- Customer success
- Experience
- 7+ years
PakEnergy is a growing, fast-paced company with innovative products and a culture built on learning, collaboration, and meaningful impact. We partner with more than 2,300 oil and gas firms, helping customers simplify complex challenges, streamline operations, and maximize profitability. To support our continued growth, we are looking for exceptional people to join our team.
About the position:
The Senior Manager of Customer Success leads PakEnergy’s Customer Success organization, managing a team of Customer Success Managers (CSMs) spanning from entry-level to executive/strategic-level roles. This leader is responsible for driving customer satisfaction, product utilization/adoption, and retention across the customer base, while ensuring the team operates with consistency, rigor, and strong CRM discipline.
This role blends people leadership, operational excellence, and executive-level relationship management, and requires someone equally comfortable coaching an early-career CSM and representing PakEnergy in a strategic business review with a customer's C-suite.
Key Responsibilities:
- Lead, hire, and develop a multi-level Customer Success team, from entry-level CSMs through senior/executive-level customer success leads, providing career pathing and coaching at every level.
- Own the customer success strategy for driving satisfaction (CSAT/NPS), product utilization and adoption, and net/gross retention across the portfolio.
- Establish and manage a cadence of business reviews (QBRs/EBRs) for key accounts, ensuring CSMs are prepared with data-driven insights, ROI narratives, and clear action plans.
- Manage a distributed team, including staff working from the home office location and fully remote team members, ensuring consistent culture, communication, and performance standards across the group.
- Define and enforce CRM hygiene standards, accurate account data, health scores, renewal/risk flags, and activity logging — so leadership has a reliable, real-time view of account health.
- Build and monitor customer health scoring models, proactively identifying at-risk accounts and directing intervention playbooks.
- Partner closely with Sales on renewals, expansions, and upsell opportunities, and with Product/Support on escalations and roadmap feedback.
- Develop and maintain playbooks for onboarding, adoption, renewal, and win-back, tailored to different customer segments and CSM levels.
- Report on retention, churn, expansion revenue, and utilization metrics to executive leadership, with clear narratives on trends and risk.
- Establish scalable processes and career-level frameworks so the team can grow efficiently as the customer base expands.
- Represent Customer Success in cross-functional planning, ensuring the voice of the customer informs product, marketing, and support priorities.
Required Qualifications:
- 7+ years of experience leading Customer Success teams in a SaaS or subscription-based business, including multi-level ICs.
- Experience leading teams spanning a range of seniority — from entry-level CSMs to senior/executive-level or strategic account owners.
- Proven track record of improving retention, expansion revenue, and customer satisfaction metrics.
- Experience leading and facilitating executive-level business reviews (QBRs/EBRs) with enterprise or strategic customers.
- Strong experience managing a remote and/or hybrid team, including staff based at a home office/HQ location and staff working remotely.
- Deep familiarity with CRM systems and a demonstrated commitment to data hygiene and process discipline.
- Strong analytical skills, with experience building and using health scores, dashboards, and utilization/adoption metrics.
- Excellent executive presence and communication skills, comfortable engaging with customer executives and internal leadership alike.
- Bachelor's degree or equivalent professional experience.
Preferred Qualifications:
- Experience with customer success platforms.
- Experience designing career-level frameworks or competency models for a growing CS organization.
- Background in both high-touch enterprise and scaled/tech-touch customer success motions.
Supervisory Responsibilities:
- Directly supervise team members, including hiring, onboarding, training, and performance management.
- Set clear goals and expectations for team members and conduct regular performance reviews.
- Provide coaching, mentorship, and professional development opportunities to support team growth.
- Serve as an escalation point for complex client issues and support resolution efforts.
- Foster a collaborative, customer-centric, and high-performance team culture.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 50 pounds at times.
Additional Information:
- We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for PakEnergy. Any resumes submitted without an Agreement will be considered the property of PakEnergy, and no recruitment fees will be owed.
- Visa Sponsorship: Employment eligibility to work with PakEnergy in the United States is required, as the company will not pursue visa sponsorship for this position. Candidates are responsible for maintaining and renewing any visas or permits that grant employment eligibility.
- Salary is commensurate with experience and paid in accordance with the company’s payroll schedule via direct deposit. Posted salary ranges are made in good faith. PakEnergy reserves the right to adjust ranges based on qualifications, experience, training, work history, and geographic location of the selected candidate.
Benefits: PakEnergy offers a casual business work environment, generous PTO, and a competitive compensation structure that includes sales commissions, paid health insurance and a 401(k)-retirement plan. We have a positive culture designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization. PakEnergy is dedicated to individual growth opportunities, and we would love the opportunity to discuss with you in more detail!