MANAGER OF CUSTOMER SUCCESS

JOB DESCRIPTION

Department: Business Development

Job Status: Full-Time

FLSA Status: Salary, Exempt

Reports To: Director of Business Development

Location: Remote, Office: The Woodlands Corporate and & Client Offices (Houston, San Antonio, Pittsburgh, Midland)

Travel Required: 25% - 75%

Schedule: Monday - Friday, 8 a.m. - 5 p.m.

Positions Supervised: Customer Success Engineers, Commercial Assurance Team Engineers

POSITION SUMMARY: As Manager of Customer Success, you will use your technical knowledge and commercial experience along with your interpersonal skills to lead a high-performing team of Customer Success Engineers (CSEs) and drive strategic value across our partner network, identifying opportunities for expanding customer engagement and influencing future service offerings based on emerging needs.  In summary, you will play a critical role in elevating customer engagement, ensuring success of strategic projects, leading proactive partner engagements, and ensuring overall partnership success customers’ long-term goals

ESSENTIAL FUNCTIONS: (The following duties and responsibilities are all essential job functions, as defined by the ADA, except for those that begin with the word "may.")

Team Leadership & Development

• Lead, coach, and mentor a team of Customer Success Engineers, fostering professional growth and operational excellence.

• Establish and track team KPIs and performance metrics that align with company goals.

• Promote a culture of accountability, collaboration, and continuous improvement.

Strategic Customer Oversight

• Oversee strategic alignment across customer accounts, ensuring that CSEs are proactively driving partner objectives and value delivery.

• Serve as an escalation point for key accounts, helping resolve challenges and maximize customer satisfaction.

• Support CSEs in managing commercial engagements, pricing discussions, and strategic initiatives with senior customer stakeholders.

Cross-Functional Coordination

• Act as the liaison between the CSE team and internal departments (e.g., Engineering, Operations, Digital Technology, and Supply Chain).

• Champion the Voice of the Customer (VoC) internally, helping shape product roadmaps, service enhancements, and operational priorities.

Economic Analysis

• Review economic analyses and business cases to ensure clear articulation of value creation and ROI capture for the organization.

• Drive the implementation of tools, systems, and best practices that streamline economic analysis and improve accuracy

Customer Success Strategy

• Design and execute customer success strategies that improve retention, customer health, and overall account growth.

• Ensure all customers receive consistent, best-in-class support tailored to their strategic goals (e.g., emissions reduction, efficiency, digitization).• Perform other duties as assigned to assist with successful operations and business continuity.