Senior Customer Success Manager, Strategic

Quest; Village of Endicott (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Quest is seeking a Customer Success Manager in New York’s Village of Endicott to manage a portfolio of enterprise customers. You will drive adoption, retention, and outcomes while partnering with Sales, Support, Product, and Professional Services to deliver a seamless customer experience.

You will build trusted relationships, craft Success Plans, and advocate for customer needs to enable expansion. This role emphasizes executive-level engagement and clear business value communication.

Qualifications

• 5+ years in Customer Success, Technical Account Management, Sales Engineering, or similar role.
• Experience with enterprise software and SaaS environments.
• Ability to engage both business and technical stakeholders, including execs.
• Strong communication and presentation skills.
• Experience developing success plans and driving adoption, retention, and satisfaction.

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, outcomes, and 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 for success.
• Partner with Sales, Renewals, Support, Product, and Professional Services to deliver a seamless customer experience.
• Support retention and renewal efforts while identifying cross-sell and upsell opportunities.
• Advocate for customer needs and provide feedback to improve outcomes.

Skills

Customer Success

Enterprise SaaS

Stakeholder management

Communication skills

Account planning

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.

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.

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.