Customer Experience Manager

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 Customer Experience Manager serves as a trusted advisor and primary point of contact for a portfolio of customers, ensuring they realize maximum value from PakEnergy's solutions and services. This role is responsible for building strong customer relationships, understanding business objectives and challenges, driving product and service adoption, monitoring consumption, and guiding customers from onboarding through renewal.

The ideal candidate is customer-focused, proactive, and consultative, with a passion for helping customers achieve their goals while identifying opportunities to expand and deepen their partnership with PakEnergy.

Key Responsibilities:

Customer Relationship Management

• Develop trusted advisor relationships with key customer stakeholders and decision makers.
• Gain a deep understanding of each customer's business, strategic initiatives, operational challenges, and desired outcomes.
• Conduct regular business reviews to align PakEnergy's solutions and services with customer goals.
• Serve as the customer's advocate within PakEnergy, ensuring their needs are understood and addressed.

Customer Onboarding & Adoption

• Lead customers through a successful onboarding experience and establish a foundation for long-term success.
• Drive adoption of PakEnergy's services and solutions by promoting best practices and identifying opportunities for increased utilization.
• Monitor customer engagement and consumption trends to ensure customers are realizing value.
• Recommend strategies to improve adoption and accelerate time-to-value.

Customer Success & Retention

• Proactively identify risks that could impact customer satisfaction, adoption, or renewal.
• Develop and execute success plans tailored to customer objectives.
• Monitor customer health indicators and take action to improve outcomes.
• Partner with customers throughout their lifecycle to ensure an exceptional experience that drives retention and loyalty.

Escalation Management

• Serve as the primary escalation point for customer concerns, service issues, and critical business needs.
• Coordinate cross-functional resources to ensure timely resolution of customer issues.
• Maintain clear communication with customers throughout issue resolution and recovery efforts.
• Build confidence and trust through proactive communication and follow-through.

Growth & Expansion

• Identify opportunities to expand customer adoption of PakEnergy's solutions and services.
• Partner with Sales and account teams to uncover growth opportunities aligned to customer priorities.
• Recognize emerging customer needs and recommend solutions that deliver additional business value.
• Support renewal and expansion strategies by demonstrating measurable customer outcomes and ROI.

Customer Advocacy

• Foster strong, long-term customer relationships that lead to references, testimonials, and advocacy opportunities.
• Capture and communicate customer feedback to internal stakeholders.
• Act as the voice of the customer to help improve PakEnergy's offerings and customer experience.

Required Qualifications:

• 5+ years of experience in Customer Success, Customer Experience, Account Management, or a customer-facing consultative role.
• Strong ability to build executive-level relationships and influence stakeholders.
• Experience managing customer lifecycles from onboarding through renewal.
• Proven success driving customer adoption, retention, and growth.
• Excellent communication, presentation, and problem-solving skills.
• Ability to manage multiple customer relationships simultaneously.
• Strong business acumen with a consultative approach to customer engagement.
• Bachelor's degree or equivalent professional experience

Preferred Qualifications:

• Experience in the energy, oil & gas, or other asset-intensive industry software space.
• Familiarity with CRM and customer success platforms.
• Experience supporting customers across multiple products or business lines.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

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!