Customer Success Manager - Strategic

Quest Software Canada Inc; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Annual bonuses

Flexible work options

Health & retirement benefits

Mentorship programs

Wellness programs

Job summary

Quest Software Canada Inc is seeking a Customer Success People Manager to lead a team of Customer Success Managers supporting Quest’s strategic accounts. You will drive engagement, scalability, and measurable business outcomes while partnering with Sales, Renewals, Product, and Support.

You’ll coach peers, develop strategic success plans, monitor KPIs, and facilitate Executive Business Reviews to demonstrate value.

Qualifications

• Minimum of 5 years in customer success or related role driving adoption.
• Ability to translate business requirements into value and manage executive relationships.
• Proven track record leading initiatives, enabling change, and achieving outcomes.

Responsibilities

• Owns strategic relationships with global or large-scale accounts at executive levels.
• Develops and refines value-based adoption messaging for stakeholders.
• Coaches Enterprise CSMs and mentors peers to deliver premium customer experiences.
• Identifies and creates solutions to improve customer success and business outcomes.
• Develops and maintains strategic Success Plans aligned with milestones and customer outcomes.
• Partners with customers to build joint plans for success and high satisfaction.
• Monitors customer analytics and KPIs to demonstrate value and identify improvement areas.
• Facilitates Executive Business Reviews to show impact and growth opportunities.
• Delivers outstanding customer experiences and supports cross-sell/upsell opportunities.

Skills

Executive relationship management

Strategic account management

Coaching & mentorship

Customer success best practices

Cross-functional collaboration

Tools

Gainsight

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 the Customer Success People Manager, you will be accountable for the performance, engagement, and professional development of a team of CSMs 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

• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions
• Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders
• Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge and provide a premium customer experience
• Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.
• 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 5 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
• Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
• Ability to manage executive relationships and discussions (VP/CxO)
• Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience
• Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs to promote adoption in CS and across the company
• 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.

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) 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.
• Experience in recurring revenue sales models and renewal processes is an advantage.

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.