Quest Software

Strategic Customer Success Manager

Quest Software

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudCyber SecurityVault

About the role

  • 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.

Requirements

  • 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.
  • 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.