Customer Success Manager

Description

The Customer Success Manager (CSM) owns the post-implementation customer relationship and is responsible for building and maintaining strong long-term connections between Enertia and our customers. CSMs implement strategies to enhance the overall customer experience by focusing on client satisfaction and loyalty through proactive communication and issue resolution. 

The CSM serves as the primary point of contact for assigned accounts, proactively maintaining customer satisfaction, managing feedback, and ensuring long-term success.

This role partners closely with Support, Professional Services, Product, and Sales to communicate the customer experience. The CSM acts as a trusted advisor to both operational users and customer leadership, helping customers align Enertia’s solutions with their business, financial, and regulatory objectives.

 Customer Relationship Management

• Own day-to-day relationships for a portfolio of assigned customers
• Serve as the primary point of contact post-implementation
• Build trusted relationships with customer stakeholders, including end users, managers, and executive leadership
• Ensure a smooth handoff from Implementation / Project Management to Customer Success and Support
• Develop an understanding of each customer’s business objectives, workflows, and success criteria 
• Act as the primary escalation point for customer issues and coordinate resolution across internal teams 
• Encourage and support customer participation in Enertia-hosted events, including the annual User Conference

Adoption & Value Realization

• Identify and shepherd adoption of the software across the customer organization through active listening, influencing, and coordinating
• Promote new features, enhancements, and product updates 
• Help customers plan for upgrades, enhancements, and long-term platform growth

Proactive Customer Engagement

• Conduct regular check-in meetings and structured quarterly business reviews (QBRs)
• Monitor customer health indicators, including usage trends, support activity, sentiment, and risk factors
• Maintain awareness of customer organizational changes, including mergers and acquisitions, by monitoring relationships, commercial, and operational signals 
• Identify at-risk accounts early and develop mitigation and recovery plans, if feasible
• Assist in identifying expansion or upsell opportunities aligned with customer needs

Cross-Functional Collaboration

• Coordinate with Support to ensure timely issue resolution and appropriate escalation
• Manage handoffs to Functional or Technical Services for upgrades, enhancements, and projects
• Act as the voice of the customer internally, providing structured feedback to Product and Leadership
• Collaborate with Sales on account changes, including mergers/divestitures, license changes, new modules, and contract amendments. 

Reporting & Documentation

• Provide regular updates on account status and risks to the Director of Customer Success and Executive Management
• Maintain accurate customer records, engagement notes, and success plans within Fresh Sales, Smartsheet, or other applicable systems
• Track and report on customer health, retention, and satisfaction metrics
• Track client reference ability at various levels in each client organization

Commercial & Financial Responsibilities

• Quote project Statements of work (SOWs), license amendments, and module add-ons with management approval, as required
• Review employee time entry and customer invoices monthly for accuracy
• Provide supporting reports or documentation for invoicing when requested
• Professionally and clearly address customer invoice inquiries and disputes 

Requirements

 Required Qualifications:

• Bachelor’s degree or equivalent experience in a related discipline
• Experience in oil & gas, energy, or industrial software
• Strong communication, relationship-building, and problem-solving skills
• Ability to facilitate conversations with both technical and functional users and executives
• Ability to communicate effectively, in writing, with both technical users and executive stakeholders
• Strong organizational skills and attention to detail
• Ability to manage multiple customer accounts and priorities effectively
• Willingness to travel up to 25%

Preferred Qualifications

• Familiarity with upstream, midstream, or back-office oil & gas workflows (e.g., production, accounting, land, revenue, operations)
• 3+ years of experience in Customer Success, Account Management, or Client Services
• Experience with SaaS platforms, ERP systems, or industry-specific software
• Experience supporting enterprise software customers
• Proficiency with CRM and customer engagement tools
• Experience with customer health and satisfaction metrics such as NPS