Enterprise Customer Success Leader - Hybrid Cork

Quest Software; Cork; Hybrid; 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

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.