Manager, Customer Success (Cork, Ireland - Hybrid)

Quest Software; Cork; On-site; EUR 67,000 - 82,000; Full time

Job summary

Quest Software is seeking a Customer Success Manager in Cork, Ireland with a hybrid work model. You will lead a team of Strategic & Enterprise Customer Success Managers supporting Quest's most strategic accounts and drive value realization.

Collaborate with Sales, Renewals, Product and Support to align on account strategies, manage escalations, and ensure measurable outcomes. You will mentor the team, develop coaching programs, and monitor KPIs such as adoption and retention.

Qualifications

• Bachelor’s or Master’s degree (or equivalent experience).
• Minimum of 5 years of experience managing or leading a team in Customer Success.
• Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment.
• Proven ability to manage executive-level relationships, including VP/CxO stakeholders.
• Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
• Proficient in assessing customer health, identifying risk, and building risk mitigation plans.
• Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts.
• Familiarity with enterprise IT environments, particularly Microsoft, Entra ID, and/or SaaS transformation.

Responsibilities

• Lead, mentor, and support a team of Strategic & Enterprise Customer Success Managers to deliver consistent and high-quality customer experiences.
• Provide regular coaching, performance feedback, and career development planning for each team member.
• Foster a culture of accountability, growth, and customer-centric thinking within the team.
• Create onboarding and ongoing enablement programs to elevate team capabilities.
• Manage the team to strategic goals and KPIs for adoption, retention, value realization, and customer health.
• Review and guide the creation and execution of Customer Success Plans and Executive Business Reviews (EBRs).
• Oversee engagement for key customers, ensuring value realization, risk mitigation, and long-term success.
• Monitor and report on KPIs, including renewal rates, GRR/NRR, customer satisfaction, and CSAL generation.
• Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement and health.
• Lead and scale CS initiatives and process improvements to drive efficiency.
• Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.
• Work closely with Sales, Support, Product Management, and Renewals to align on account strategies.

Skills

Executive relationships

Coaching teams

Customer engagement

Communication skills

Risk mitigation

Expansion deals

Stakeholder management

Enterprise SaaS

Education

Bachelor’s or Master’s degree

Tools

Gainsight

Gong

Aviso

Salesforce CRM

Job description

Overview

Customer Success Manager (Cork, Ireland - Hybrid)

Your AI strategy is only as strong as the data behind it. Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Overview

Customer Success Manager (Cork, Ireland - Hybrid)

Your AI strategy is only as strong as the data behind it. Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

As the Customer Success Manager, you will be accountable for the performance, engagement, and professional development of a team of Strategic & Enterprise Customer Success Managers supporting Quest's most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes. You'll also serve as a key partner to cross-functional stakeholders across Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement.

Responsibilities

Team Leadership and Development

• Lead, mentor, and support a team of Strategic & Enterprise Customer Success Managers to deliver consistent and high-quality customer experiences.


• Provide regular coaching, performance feedback, and career development planning for each team member.


• Foster a culture of accountability, growth, and customer-centric thinking within the team.


• Create onboarding and ongoing enablement programs to elevate team capabilities.

Customer Success Strategy and Execution

• Manage the team to strategic goals and KPIs for adoption, retention, value realization, and customer health.


• Review and guide the creation and execution of customer Success Plans and Executive Business Reviews (EBRs).


• Oversee engagement for key customers, ensuring value realization, risk mitigation, and long-term success.

Operational Excellence

• Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation.


• Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business.


• Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.


• Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.

Cross-functional Collaboration

• Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.


• Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning.


• Surface product feedback and customer insights to influence roadmap prioritization and innovation.

Qualifications

• Bachelor’s or Master’s degree (or equivalent experience)


• Minimum of 5 years of experience managing or leading a team in Customer Success.


• Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment (required).


• Proven ability to manage executive-level relationships, including VP/CxO stakeholders.


• Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.


• Proficient in assessing customer health, identifying risk, and building risk mitigation plans.


• Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts.


• Familiarity with enterprise IT environments, particularly Microsoft, Active Directory, Entra ID, and/or SaaS transformation.


• Exceptional communication, interpersonal, and conflict resolution skills.


• Experience with Customer Success tools (Gainsight, Gong, Aviso) and Salesforce CRM required.

Preferences

• 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.


• Knowledge of AI tools and practices to streamline Customer Success operations.

In compliance with the EU Pay Transparency Directive, the compensation for this role will start from EUR 74,320 annually. Actual compensation will vary based on experience, qualifications, and performance. If eligible, commission or bonus is governed by a formal corporate plan. Benefit offering is based on a country-by-country basis.

At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a truly global team of high-performing, passionate innovators.

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:

Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws of the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.

Come join us. For more information, visit us on the web at Quest Careers. Innovate. Collaborate. Grow.