Quest Software

Customer Success Manager

• 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, provides mentorship for Enterprise CSMs to help them grow their knowledge, and offers a premium customer experience.
• Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.
• 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.

Customer Success Manager – Strategic

Account Manager

• Identify, develop, and close new business opportunities within existing accounts.
• Selling Quest’s Data Governance, AI Readiness, and Database Management solutions to senior IT and business leaders.
• Develop relationships with CIOs, CTOs, CDOs, and other senior decision-makers.
• Manage complex sales cycles, from initial prospecting to deal closure, leveraging a consultative, ‘value-add’ sales approach.
• Develop and execute a strategic sales plan across multiple accounts.
• Work with key channel and reseller partners to expand market reach and drive revenue growth.

Enterprise Account Manager

• Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity
• Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts
• Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources
• Build and maintain change management playbooks to support organizational transitions and new initiatives
• Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams
• Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming
• Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making
• Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment
• Define and enforce data quality standards, validation processes, and cross-org metric definitions
• Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight
• Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide
• Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment
• Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy
• Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles
• Establish application administration SLAs and escalation frameworks across the CX tool ecosystem
• Lead cross-functional program governance, status reporting, and executive communication on CX program health
• Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership
• Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities

Senior Director, Customer Success Ops

• Develop and execute strategic prospecting plan for the largest accounts in the UKI at Quest.
• Identify new logo and pursue upsell opportunities to expand adoption of the Quest Trusted Data Management Platform within existing accounts.
• Build and maintain strong, long-term relationships with senior stakeholders including CIOs, Chief Data Officers, Heads of Data and enterprise architects.
• Lead consultative sales engagements focused on customers’ data strategies, governance initiatives, and data product development.
• Position Quest’s model-first approach as the foundation for delivering trusted, governed and reusable data products.
• Work closely with solution engineering, services and partner teams to deliver successful customer outcomes.
• Analyse customer environments, industry trends and organisational priorities to identify new opportunities for growth.
• Provide feedback from strategic customers to internal teams to help shape go-to-market strategy and platform evolution.
• Maintain a strong pipeline of strategic opportunities and achieve or exceed assigned annual sales targets.
• Provide regular updates on account development, pipeline progression and revenue forecasts.