Senior Customer Success Manager - Strategic Accounts

Quest Software; Austin (TX); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive pay

Annual bonuses

Health and retirement benefits

Flexible work options

Generous PTO

Learning platforms & mentorship

Job summary

Quest Software in Austin, TX, is seeking a Customer Success People Manager to lead a team of Customer Success Managers delivering strategic outcomes for Quest’s most important accounts. You will drive engagement, establish success plans, and partner across Sales, Renewals, Product, and Support to maximize value and adoption.

You will coach professionals, manage escalations, and ensure measurable business outcomes, while aligning with cross-functional stakeholders to optimize the customer journey

Qualifications

• Minimum of 5 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
• Ability to translate business requirements into business value, and work with sales and marketing to promote value‑driven solutions.
• Ability to manage executive relationships and discussions (VP/CxO).
• Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs to promote adoption in CS and across the company.

Responsibilities

• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions
• Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders
• Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge and provide a premium customer experience
• Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.
• 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.

Skills

Customer success

Executive relationships

Strategic planning

Mentorship

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Gainsight

Salesforce

AI tools

Job description

Quest Software in Austin, TX, is seeking a Customer Success People Manager to lead a team of Customer Success Managers delivering strategic outcomes for Quest’s most important accounts. You will drive engagement, establish success plans, and partner across Sales, Renewals, Product, and Support to maximize value and adoption.

You will coach professionals, manage escalations, and ensure measurable business outcomes, while aligning with cross-functional stakeholders to optimize the customer journey