Remote Enterprise Customer Success Leader

Quest Software Canada Inc; Boston (MA); Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Competitive pay

Annual bonuses

Health benefits

Flexible work options

Generous PTO

Wellness programs

Zusammenfassung

Quest Software is seeking an Enterprise Customer Success Manager to oversee a portfolio of strategic accounts, drive adoption, and maximize value from Quest solutions. You will coordinate with Sales, Support, Product, Renewals, and Professional Services to ensure renewal success and growth opportunities.

You will build and manage Success Plans, conduct Executive Business Reviews, monitor adoption metrics, and act as a trusted advisor to senior executives at large organizations, while working

Qualifikationen

• Minimum of 3 years of experience in a customer success role responsible for driving customer success and product/service adoption.
• Experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both business owner and senior executive levels.
• Excellent organizational skills and ability to establish milestones and keep success plans on task.

Aufgaben

• Proactively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer.
• Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
• 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

Kenntnisse

Customer success

Account management

Relationship building

Strategic planning

Cross-functional collaboration

Tools

Gainsight

Totango

Salesforce

Jobbeschreibung

Quest Software is seeking an Enterprise Customer Success Manager to oversee a portfolio of strategic accounts, drive adoption, and maximize value from Quest solutions. You will coordinate with Sales, Support, Product, Renewals, and Professional Services to ensure renewal success and growth opportunities.

You will build and manage Success Plans, conduct Executive Business Reviews, monitor adoption metrics, and act as a trusted advisor to senior executives at large organizations, while working