Strategic Enterprise CSM — AI Value Realization

Quest Software Canada Inc; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive pay and annual bonuses

Health, family, and retirement plans

Flexible work options and generous PTO

Professional growth through learning &

Mentorship and leadership programs

Job summary

Quest Software seeks a Strategic Customer Success Manager to own global strategic accounts, manage executive relationships, and drive value realization across the customer lifecycle from deployment to renewal.

You will guide adoption, expand relationships with enterprise customers, and collaborate with Sales, Support, Product, Renewals, and Professional Services to ensure alignment and maximize outcomes.

Qualifications

• Minimum of 5 years of experience in customer success 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)
• Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience
• 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
• Excellent organizational skills and ability to establish milestones and keep success plans on task.
• Adept at handling internal and external escalations.
• Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers.

Responsibilities

• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (executive, management, technical leaders).
• Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders.
• Coaches peers on strategic approaches and mentors Enterprise CSMs to deliver premium customer experience.
• Identifies and creates solutions to address Customer Success needs and achieve key customer metrics.
• Develops and maintains strategic Success Plans aligned with value milestones and customer outcomes.
• Partners with the customer to build a joint plan for success and maintain understanding of the customer’s business.

Skills

Executive relationships

Value realization

Change management

Customer Success best practices

Upsell opportunities

Communication

Tools

Gainsight

Salesforce

Job description

Quest Software seeks a Strategic Customer Success Manager to own global strategic accounts, manage executive relationships, and drive value realization across the customer lifecycle from deployment to renewal.

You will guide adoption, expand relationships with enterprise customers, and collaborate with Sales, Support, Product, Renewals, and Professional Services to ensure alignment and maximize outcomes.