Manager of Customer Success

Manager of Customer Success Hot Job EWSO The Woodlands Corporate Office - The Woodlands, TX 77380 Apply Overview Level Experienced Position Type Full Time Job Shift Day Travel Percentage Up to 90% Apply Description 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. Qualifications POSITION REQUIREMENTS • Must be legally authorized to work in the United States without the need for sponsorship. • Must be at least 18 years of age or older. • Successfully passes all applicable general pre-employment testing including but not limited to: background check, pre-employment drug screening, pre-employment fit tests, pre-employment aptitude and/or competency assessment(s). • Valid U.S. Driver’s License required. Most employment is contingent upon meeting company driving standards, including 3 year U.S. driving history and an acceptable Motor Vehicle Record (MVR) in accordance with Company policy. EDUCATION/EXPERIENCE LEVEL • Bachelor of Science in Engineering, or equivalent technical field required. An equivalent combination of education, specialized training, and relevant professional experience will be considered in lieu of a formal degree. • 10+ years of hydraulic fracturing experience, preferably with electric and/or turbine activities • Prior business development experience, in-house experience, and/or leadership training QUALIFICATIONS, SKILLS, COMPETENCIES AND ABILITIES • Strong interpersonal communication, desire to build and maintain relationships • Ownership of the communication between EVO and respective partner(s) • Proficient use of Microsoft Office, digital tools, apps, and other advanced software, including but not limited to effective competency and communication via Microsoft Teams • Desire and ability to innovate, both internally and in our partnerships • Lead collaboratively with influence to accomplish key initiatives • Self-motivated and ability to work independently • Ability to effectively multitask and pay attention to detail • Strong verbal and written communication skills QUALIFICATIONS FOR ADVANCEMENT • Demonstrated exceptional interdepartmental problem solving and communication. • Proven ability to create, develop, and lead relationships between EVO and its partners. • Lead successful initiatives that lead to Consistent, Best-in-Class Organizational & Operational Excellence (CBOE). • Demonstrate the consistent ability to collaborate and influence internally/externally to elevate EVO’s reputation as an electric frac service provider to best-in-class. • Quantifiable contributions to customer retention, revenue growth, or operational efficiency that directly support company goals. • Strong understanding of economic drivers and the ability to guide business cases, pricing. • Ability to present strategic insights to senior leadership and influence customer engagement strategies or internal roadmaps. PHYSICAL REQUIREMENTS/WORK ENVIRONMENT The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Flexibility with travel and a hybrid work setting is required and consists of the following: EVO Office: Work at one of EVO offices (The Woodlands, Houston, Midland, Pittsburgh, etc.) Client Office: Work at one of EVO client/partner offices (The Woodlands, Houston, Dallas, Pittsburgh, etc.) EVO Jobsite: Work on-site as required; ensure all pre-requisites in place (including safety requirements) The Manager of Customer Success may work indoors and could be subjected to prolonged periods of sitting at a at a desk station, keyboarding and using repetitive motions with wrists, hands, and or fingers. Vision abilities required by this job include close vision and the ability to adjust focus while reading and staring at computer monitor. They will also need to speak clearly and audibly, as well as have the ability to hear, understand, and distinguish speech and /or other sounds (e.g., building alarms) deriving from in person speech, telephone, or other remote speech. Must be able to access and navigate each department at the organization’s facilities. When required to visit a wellsite, work environment includes exposure to hazardous materials, operating conditions, audio up to 85 dB and inclement weather. Given these conditions employees are required to wear company mandated and issued personal protective equipment (PPE) (fire retardant coveralls, safety hat, steel toe boots, safety glasses, ear protection and safety gloves) and must strictly adhere to all safety policies. They may be required to lift heavy objects; therefore, must be able to lift 49 lbs. independently, and 50 100 lbs. with a team lift. Work hours may include early morning, late evenings, and weekends, depending on business necessity. AAP /EEO STATEMENT The Company is committed to the cause of equal employment opportunity for all employees and applicants, thus abiding by all applicable state and federal laws. Our practices regarding employment, job promotion, compensation, training, and termination do not discriminate on the basis of race, color, religious creed, age, sex, national origin, veteran's status, disability, pregnancy, genetic information, or any other legally protected status. It is expected that all employees, both management and staff, will fully support these nondiscriminatory policies. The company has reviewed this job description to ensure essential functions and duties have been included. It is not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities.