Enterprise CSM — IT Security & Value Realization

Quest Software Canada Inc; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

Annual bonuses

Health benefits

Flexible work options

Paid time off & wellness programs

Learning & mentorship

Job summary

Quest Software seeks an Enterprise Customer Success Manager to manage a portfolio of strategic accounts from deployment to renewal, ensuring customers realize maximum value from Quest solutions. You will lead engagement across the customer lifecycle, surface qualified leads, and collaborate with Account Management to drive retention and expansion.

The role is based in Austin, TX, in-office, with a focus on driving adoption, reducing churn, and delivering measurable outcomes for Fortune 500–level

Qualifications

• Minimum of 3 years of experience in a customer success role responsible for driving adoption and outcomes.
• Experience in customer management within platform management and security solutions with growth, retention, and renewal focus.
• Excellent organizational skills and ability to establish milestones and keep success plans on task.
• Adept at handling internal and external escalations and building strong executive relationships.
• Strong communication skills and ability to drive change and deliver value with customers.
• Experience in recurring revenue models and renewal processes is advantageous.

Responsibilities

• Proactively manages named accounts and is accountable for engagement and satisfaction throughout the customer lifecycle.
• Establishes relationships with customer stakeholders and conducts regular check-ins to address needs and concerns.
• Develops and maintains strategic Success Plans aligned with value milestones and outcomes.
• Leads joint customer success plans with stakeholders to achieve high satisfaction, engagement and adoption.
• Monitors analytics and KPIs to reinforce value and identify opportunities to improve the customer experience.
• Coordinates with Sales, Support, Product, Renewals and Services to ensure alignment and scalable success processes.
• Supports renewal contracting and surfaces CS-related insights to drive retention and expansion.

Skills

Customer success

Account management

Relationship management

Strategic planning

Executive communication

Change management

Issue resolution

Renewals

Business acumen

Cross-functional collaboration

Tools

Gainsight

Totango

Salesforce

Job description

Quest Software seeks an Enterprise Customer Success Manager to manage a portfolio of strategic accounts from deployment to renewal, ensuring customers realize maximum value from Quest solutions. You will lead engagement across the customer lifecycle, surface qualified leads, and collaborate with Account Management to drive retention and expansion.

The role is based in Austin, TX, in-office, with a focus on driving adoption, reducing churn, and delivering measurable outcomes for Fortune 500–level