Note: The job is a remote job and is open to candidates in USA. Quest Software is focused on helping organizations manage and secure their Microsoft environments while leveraging data effectively. As a Strategic Customer Success Manager, you will ensure that customers realize maximum value from their investments and manage a portfolio of accounts throughout the customer lifecycle—from deployment to value realization and renewal.
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, provide mentorship for Enterprise CSMs to help them grow their knowledge and provide premium customer experience
- Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics
- Develops and maintains strategic Success Plans that align to 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 opportunities for growth
- 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; log risks and opportunities in CRM and trigger 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
- Minimum of 6 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption
- Minimum of 6 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
- 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 a 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 process 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
- 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
- Fluency in English (2nd European Language Preferred)
- 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
Benefits
- If eligible, commission or bonus is governed by a formal corporate plan.
- Benefit offering is based on a country-by-country basis
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfils their potential.
Company Overview
At Quest Software, we help organizations build modern, trusted foundations for AI. It was founded in 2022, and is headquartered in Aliso Viejo, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.quest.com/.