Quest Software

Customer Success Manager, Data

Quest Software

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudCyber SecurityOracleSQLTableauVault

About the role

  • 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.
  • Manage a portfolio of accounts and lead engagement throughout the customer lifecycle—from deployment and adoption through value realization and renewal—ensuring satisfaction and long-term success.
  • Guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions.
  • Surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow-up.
  • Support the renewal contracting processes and stay informed on Quest’s evolving product portfolio, demonstrating the ability to learn and communicate the value of new offerings quickly.
  • Accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.
  • 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.

Requirements

  • 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.
  • Some experience with data analytics or data modeling
  • Familiarity with tools and platforms such as Snowflake, Databricks, SQL, Oracle, or Tableau
  • 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.