Customer Success Manager - Enterprise

Quest Software; United States; Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive pay & bonuses

Comprehensive benefits

Flexible work options & generous PTO

Professional growth opportunities

Job summary

Quest Software is seeking an Enterprise Customer Success Manager in the United States to drive adoption, value realization, and renewal across a named account portfolio. You will lead strategic engagements, build outcomes-driven Success Plans, and collaborate with Sales, Support, and Product to maximize customer satisfaction and retention.

Responsibilities include regular Executive Business Reviews, risk management, and identifying growth opportunities while guiding customers through transitions

Qualifications

• Minimum of 3 years of experience in a customer success role responsible for growing adoption and value realization.
• Experience managing customer relationships at the business owner and senior executive levels.
• Excellent organizational and milestone-tracking skills. This role requires strong communication and change-management abilities.
• Experience in renewal processes and recurring revenue models is advantageous.

Responsibilities

• Proactively manages named accounts and drives engagement and satisfaction across the customer lifecycle.
• Builds relationships with key stakeholders and conducts regular check-ins to address needs and concerns.
• Develops and maintains Success Plans aligned with value milestones and outcomes.
• Collaborates with the customer to create a joint plan for success and adoption of Quest technologies.
• Monitors analytics and KPIs to reinforce value and identify improvement opportunities.
• Leads Executive Business Reviews with Account Management to demonstrate impact and growth opportunities.
• Drives cross-sell/upsell through exceptional customer experience and value realization.
• Logs risks and opportunities in CRM and triggers internal playbooks when needed.
• Partners with Sales, Support, Product, Renewals, and Professional Services for continuity and alignment.
• Acts as escalation point for high-impact issues requiring cross-team resolution.
• Contributes to scalable programs and process improvements within the CSM team.

Skills

Customer success

Account management

Relationship building

Communication

Escalation handling

Renewals

Leadership

Education

Bachelor’s degree or equivalent

Tools

Gainsight

Totango

Salesforce

Job description

Overview

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 an Enterprise Customer Success Manager at Quest, you'll play a pivotal role in ensuring customers realize maximum value from their investments through comprehensive adoption and value engagements. The CSM will manage a portfolio of accounts and lead engagement throughout the customer lifecycle—from deployment and adoption through value realization and renewal—ensuring satisfaction and long-term success.

You’ll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions. You’ll also surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow-up. CSMs support renewal contracting processes and are expected to stay informed on Quest’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings. Above all, this role is accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

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.

Qualifications

• 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.

What Will Make You Stand Out

• 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.

Company Overview

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 IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Why Quest

At Quest, Your Work Makes An Impact. You’ll Help Organizations Get AI-ready While Building Your Career With a Global Team Of Innovators. We Offer

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

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 or regulations in the locations where we operate.

Quest will not tolerate discrimination or harassment based on any of these characteristics.

Quest encourages applicants of all ages.