Customer Success Manager - Enterprise

Summary

Quest Software builds solutions in data governance, cybersecurity, and platform modernization to help enterprises prepare for AI and solve critical IT challenges. The Enterprise Customer Success Manager will manage customer accounts throughout the lifecycle, driving adoption, value realization, satisfaction, retention, and renewals. The role also develops success plans, monitors customer health, facilitates executive reviews, coordinates cross-functional support, and identifies growth opportunities.

Responsibilities

• Proactively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer
• Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns
• Develops and maintains strategic Success Plans that align with value milestones and customer-defined business outcomes
• Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies
• Monitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution
• Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities
• Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products
• Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks where applicable
• Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment
• Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution
• Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience

Skills

• Minimum of 3 years of experience in customer success role responsible for driving customer success and product/service adoption
• Minimum of 3 years of experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
• Excellent organizational skills and ability to establish milestones and keep success plans on task
• Adept at handling internal and external escalations
• Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers
• Experience in leading, adopting, and driving change internally or externally
• Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements
• Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans
• An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage
• Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaS
• Previous Customer Success experience in a company with B2B Software
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes

Qualifications

Must Haves

• Minimum of 3 years of experience in customer success role responsible for driving customer success and product/service adoption
• Minimum of 3 years of experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
• Excellent organizational skills and ability to establish milestones and keep success plans on task
• Adept at handling internal and external escalations
• Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers
• Experience in leading, adopting, and driving change internally or externally
• Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements
• Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans
• An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage

Nice to Haves

• Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaS
• Previous Customer Success experience in a company with B2B Software
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes

Benefits

• Competitive pay
• Annual bonuses
• Top-performer recognition
• Comprehensive health benefits
• Family benefits
• Retirement benefits
• Flexible work options
• Generous PTO
• Wellness programs
• Professional growth through learning platforms, mentorship, and leadership programs
• Inclusive teams supported by Employee Resource Groups and our Equality & Inclusion Council