Senior Customer Success Manager, Strategic

Quest Software Canada Inc; United States; On-site; USD 70,000 - 97,000; Full time

Job summary

Quest Software is seeking a Customer Success Manager to manage a portfolio of enterprise software customers, driving adoption, retention, and long-term value. You will craft Success Plans, engage executives, and coordinate across Sales, Support, and Product teams to maximize outcomes.

Ideal candidates bring 5+ years in customer success or related roles, with strong English and German communication, and the ability to translate technical capabilities into business value.

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Sales Engineering, or a similar customer-facing role.
• Experience managing enterprise customers in software, SaaS, cybersecurity, data management, or related technology environments.
• Ability to build relationships with both business and technical stakeholders, including executive-level contacts.
• Strong communication and presentation skills, with the ability to translate technical capabilities into business value.
• Experience developing customer success plans and driving adoption, retention, and customer satisfaction.
• Excellent organizational and project management skills, with the ability to manage multiple priorities.
• Experience managing customer escalations and coordinating cross-functional teams.
• Fluent in English and German.

Responsibilities

• Build trusted relationships with key customer stakeholders and serve as their primary point of contact for success and adoption initiatives.
• Develop and maintain Success Plans aligned to customer goals, business outcomes, and value milestones.
• Drive product adoption and value realization through proactive engagement and regular business reviews.
• Monitor customer health, identify risks and opportunities, and coordinate internal resources to ensure successful outcomes.
• Partner with Sales, Renewals, Support, Product, and Professional Services teams to deliver a seamless customer experience.
• Support retention and renewal efforts while helping identify opportunities for cross-sell and upsell conversations.
• Advocate for customer needs and provide feedback to internal teams to improve customer experience and business outcomes.

Skills

Enterprise experience

Relationship building

Communication skills

Customer success planning

Project management

English & German fluency

Escalation management

Tools

Gainsight

Totango

Salesforce

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.

As a Customer Success Manager at Quest, you will help customers achieve value from their investment in our solutions. You will manage a portfolio of accounts, driving adoption, customer satisfaction, retention, and long‑term success. Acting as a trusted advisor, you will work closely with customers throughout their lifecycle, helping them achieve business outcomes while identifying opportunities for growth and expansion.

Responsibilities

• Build trusted relationships with key customer stakeholders and serve as their primary point of contact for success and adoption initiatives.
• Develop and maintain Success Plans aligned to customer goals, business outcomes, and value milestones.
• Drive product adoption and value realization through proactive engagement and regular business reviews.
• Monitor customer health, identify risks and opportunities, and coordinate internal resources to ensure successful outcomes.
• Partner with Sales, Renewals, Support, Product, and Professional Services teams to deliver a seamless customer experience.
• Support retention and renewal efforts while helping identify opportunities for cross‑sell and upsell conversations.
• Advocate for customer needs and provide feedback to internal teams to improve customer experience and business outcomes.

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Sales Engineering, or a similar customer‑facing role.
• Experience managing enterprise customers in software, SaaS, cybersecurity, data management, or related technology environments.
• Ability to build relationships with both business and technical stakeholders, including executive‑level contacts.
• Strong communication and presentation skills, with the ability to translate technical capabilities into business value.
• Experience developing customer success plans and driving adoption, retention, and customer satisfaction.
• Excellent organizational and project management skills, with the ability to manage multiple priorities.
• Experience managing customer escalations and coordinating cross‑functional teams.
• Fluent in English and German.

Nice to Have

• Experience supporting digital transformation or migration initiatives, including transitions from on‑premises to SaaS solutions.
• Customer Success experience within a B2B software organization.
• Familiarity with customer success platforms such as Gainsight or Totango and CRM tools such as Salesforce.
• Experience using AI tools to improve productivity and customer engagement.

In compliance with the EU Pay Transparency Directive, the base salary for this role starts from EUR 62,560 annually. Actual base salary will vary based on experience, qualifications, and performance. This role is also eligible to participate in a commission plan, with commission governed by a formal corporate compensation plan.

• Benefits are offered on a country‑by‑country basis.

At Quest, your work makes an impact. You’ll help organizations get AI‑ready while building your career with a truly global team of high‑performing, passionate innovators.

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.