Manager Customer Success

Quest Software; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Annual bonuses

Health benefits

Flexible PTO

Wellness programs

Job summary

Quest Software is seeking a Customer Success Manager to lead a team of Strategic & Enterprise Customer Success Managers supporting Quest's most strategic accounts. You will drive adoption, retention, and value realization while collaborating with Sales, Renewals, Product, and Support to ensure strategic alignment.

The role focuses on escalating issues, coaching team members, and scaling CS initiatives using Gainsight, Gong, Aviso, and Salesforce.

Qualifications

• Minimum 5 years leading a Customer Success team.
• Proven experience managing executive-level relationships.
• Experience with MS Entra ID and enterprise IT environments is a plus.

Responsibilities

• Lead, mentor, and support a team of Strategic & Enterprise Customer Success Managers to deliver high-quality customer experiences.
• Define and execute Customer Success Plans and Executive Business Reviews (EBRs).
• Oversee engagement for key customers, ensuring value realization and long-term success.
• Monitor KPIs such as renewal rates and customer health; report on team performance.
• Collaborate with Sales, Support, Product, and Renewals to align on account strategies.

Skills

Executive relationships

Enterprise SaaS

Team leadership

Cross-functional collaboration

CRM proficiency (Salesforce)

Tools

Gainsight

Gong

Aviso

Salesforce CRM

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 Manager, you will be accountable for the performance, engagement, and professional development of a team of Strategic & Enterprise Customer Success Managers 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.

This position is an in‑office-based role located in the Domain area of Austin.

Responsibilities

Team Leadership and Development

• 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.

Customer Success Strategy and Execution

• 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.

Operational Excellence

• Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation.
• Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business.
• Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
• Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.

Cross-functional Collaboration

• Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.
• Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning.
• Surface product feedback and customer insights to influence roadmap prioritization and innovation.

Qualifications

• 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 (required).
• 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, Active Directory, Entra ID, and/or SaaS transformation.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Experience with Customer Success tools (Gainsight, Gong, Aviso) and Salesforce CRM required.

Preferences

• 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.
• Knowledge of AI tools and practices to streamline Customer Success operations.

Join us in delivering exceptional customer outcomes while growing and leading an outstanding Customer Success team!

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, modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Why Quest

• 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.

Come join us. For more information, visit us on the web at Quest Careers Innovate.Collaborate.Grow