Customer Success Manager

Quest Software Customer Success Manager

At Quest Software, our mission is to enable customers to unlock value from all their data by delivering AI and data solutions that de-risk AI adoption and maximize the return on that data. We provide integrated capabilities across the data management lifecycle to help data and IT leadership accelerate and advance their data and AI initiatives. This portfolio spans metadata management, data operations, and infrastructure solutions.

The Customer Success Organization focuses on our most strategic customers. As a Customer Success Manager at Quest, you'll play a pivotal role in ensuring these customers realize maximum value from their investments through comprehensive adoption and value engagements. The CSM will manage a portfolio of accounts and lead engagement throughout the customer lifecyclefrom deployment and adoption through value realization and renewalensuring satisfaction and long-term success.

You'll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions. You'll also surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow-up. CSMs support the renewal contracting processes and are expected to stay informed on Quest's evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings.

Above all, this role is accountable for retentionsustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

Responsibilities

Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer.

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

Develop and maintain strategic Success Plans that align to value milestones and customer-defined business outcomes.

Partner 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.

Monitor customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution.

Facilitate 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.

Deliver 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 monitor customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicable.

Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.

Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution.

Work 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

What We're Looking For

Minimum of 3 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 3 years of experience in customer management within AI and data 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 subscription or 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.

Come join us. For more information, visit us on the web at Quest Careers | Where next meets now. Join Quest.

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.