Strategic Enterprise Customer Success Manager

Quest

United States

Remote

USD 100,000 - 140,000

Full time

9 days ago

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Job summary

Quest Software, a leader in data governance, cybersecurity and platform modernization, is seeking a Customer Success Manager in the United States. You will manage a portfolio of enterprise customers, driving adoption, satisfaction, retention and long-term success.

As a trusted advisor, you will develop success plans, coordinate with Sales, Renewals, Support and Product, identify growth opportunities, and help customers realize value from Quest solutions while champions AI-enabled outcomes.

Qualifications

5+ years in Customer Success or related client-facing roles.
Experience with enterprise software, SaaS, cybersecurity, or data management.
Ability to engage business and technical stakeholders, including executives.
Strong written and verbal communication and presentation skills.
Proven track record driving adoption, retention and satisfaction.
Excellent organizational and multi-priority management abilities.
Experience handling escalations and coordinating cross-functional teams.
Fluent in English.
Experience supporting digital transformation to SaaS solutions.
BS/BSc in a relevant field or equivalent experience.
Experience in a B2B software environment.
Familiarity with CS platforms like Gainsight or Totango and CRM like Salesforce.
Experience using AI tools to improve productivity and engagement.

Responsibilities

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