Enterprise AI Customer Success Manager

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

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