Customer Success Manager - Enterprise

Customer Success People Manager

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. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential. As the Customer Success People Manager, you will be accountable for the performance, engagement, and professional development of a team of CSMs supporting Quest's most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes. You'll also serve as a key partner to cross-functional stakeholders across Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement.

Responsibilities

-Proactively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer.

-Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.

-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.

Qualifications

-Minimum of 3 years of experience in customer success role responsible for driving customer success and product/service adoption.

-Minimum of 3 years of experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.

-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.

-Experience in leading, adopting, and driving change internally or externally.

-Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements.

-Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.

-An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage.

What Will Make You Stand Out

-Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaS.

-Previous Customer Success experience in a company with B2B Software.

-Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes.

Company Overview

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 IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Why Quest

At Quest, your work makes an impact. You'll help organizations get AI-ready while building your career with a global team of innovators. We offer:

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

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.

Come join us. For more information, visit us on the web at Quest Careers Innovate.Collaborate.Grow