Remote Enterprise CSM — Drive Value & Growth

Quest Software Canada Inc; Massachusetts; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Annual bonus

Health benefits

Flexible work options

Paid time off

Professional growth

Job summary

Quest Software is seeking an Enterprise Customer Success Manager (remote, based in Boston, MA) to manage a portfolio of accounts and drive adoption, value realization, and renewals.

You will lead engagement across deployment to renewal, surface CS opportunities, and collaborate with Account Management to maximize customer outcomes. Strong focus on customer retention, cross-sell, and program scalability.

Qualifications

• Minimum of 3 years in customer success managing platform adoption.
• Experience with platform management and security solutions; growth, retention, escalation.
• Excellent organizational skills and milestone-driven success plans.
• Strong communication; able to handle escalations and build executive relationships.
• Experience with renewals and recurring revenue models is a plus.
• Must be able to work remotely from Boston, MA.

Responsibilities

• Manages named accounts and ensures engagement throughout the customer lifecycle.
• Builds relationships with key stakeholders and conducts regular check-ins.
• Develops and maintains Success Plans aligned with value milestones.
• Partners with customers to create joint success plans and drive adoption.
• Monitors analytics and KPIs to demonstrate value and identify improvements.
• Leads Executive Business Reviews with Account Management.
• Delivers outstanding customer experience and supports cross-sell opportunities.
• Monitors engagement signals and logs risks/ops in CRM.
• Collaborates with Sales, Support, Product, Renewals, and Services.
• Escalates high-impact issues and coordinates rapid resolution.
• Works with CSM team to implement scalable programs.

Skills

Customer success

Account management

Executive relationships

Renewals & upsell

Strategic planning

Cross-functional

Communication

Change management

SaaS experience

Tools

Gainsight

Totango

Salesforce

CRM analytics

Job description

Quest Software is seeking an Enterprise Customer Success Manager (remote, based in Boston, MA) to manage a portfolio of accounts and drive adoption, value realization, and renewals.

You will lead engagement across deployment to renewal, surface CS opportunities, and collaborate with Account Management to maximize customer outcomes. Strong focus on customer retention, cross-sell, and program scalability.