Enterprise Customer Success Manager

Quest Software

. Manage a portfolio of named accounts throughout the customer lifecycle, from deployment and adoption through value realization and renewal .

Posted 10/23/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success throughout the customer lifecycle, focusing on product adoption, retention, and value realization. Proficient in utilizing customer success tools and CRM systems to enhance customer experiences and drive organizational growth.

Highest-signal resume keywords

Customer Success ManagementCustomer Relationship ManagementProduct Adoption StrategiesChange ManagementKPI Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementValue RealizationRenewal ProcessesSaaS TransitionGrowth StrategiesIssue ResolutionBusiness Requirements TranslationAnalytics MonitoringCross-Sell and Upsell Identification

Soft Skills

Exceptional CommunicationOrganizational SkillsRelationship BuildingEscalation ManagementFacilitating Change

Tools & Technologies

GainsightTotangoSalesforceAI Tools

Industry Keywords

B2B SoftwareRecurring Revenue ModelsCustomer Success ProjectsPlatform ManagementSecurity Solutions

About the role

Key responsibilities & impact

Manage a portfolio of named accounts throughout the customer lifecycle, from deployment and adoption through value realization and renewal
Drive customer satisfaction, engagement, product adoption, retention, and long-term success
Establish relationships with key customer stakeholders through regular check-ins
Develop and maintain strategic Success Plans aligned with value milestones and customer-defined business outcomes
Build joint plans for success with customers and maintain detailed knowledge of their businesses
Monitor customer analytics and KPIs to reinforce solution value, improve customer experience, and optimize solutions
Facilitate Executive Business Reviews with Account Management to demonstrate impact, delivered value, and growth opportunities
Deliver outstanding customer experiences and identify cross-sell and upsell opportunities for services and products
Monitor engagement signals and sentiment, log risks and opportunities in CRM, and trigger internal playbooks
Collaborate with Sales, Support, Product, Renewals, and Professional Services
Act as an escalation point for high-impact customer issues and coordinate rapid resolution
Implement scalable programs and process improvements across the CSM team
Surface Customer Success Qualified Leads and coordinate with Account Management
Support renewal contracting processes and stay informed about Quest’s evolving product portfolio

Requirements

What you’ll need

Minimum of 3 years of experience in a customer success role responsible for driving customer success and product/service adoption
Minimum of 3 years of experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both business owner and senior executive levels
Excellent organizational skills and ability to establish milestones and keep success plans on task
Ability to handle internal and external escalations
Exceptional communication and ability to foster positive business relationships
Comfortable facilitating change and being accountable for driving success with customers
Experience leading, adopting, and driving change internally or externally
Experience 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
Understanding of how organizations measure value realization and drive revenue
Experience in recurring revenue sales models and renewal processes is an advantage
Must be located within the United States
Experience in transformational Customer Success projects or products shifting from On-Premise to SaaS is a differentiator
Previous Customer Success experience in a B2B software company is a differentiator
Proficiency in customer success tools such as Gainsight and Totango
Proficiency in CRM systems such as Salesforce
Experience with AI prompting and leveraging AI tools to streamline processes

Benefits

Comp & perks

Competitive pay
Annual bonuses
Top-performer recognition
Comprehensive health benefits
Family benefits
Retirement benefits
Flexible work options
Generous PTO
Wellness programs
Professional growth through learning platforms
Mentorship
Leadership programs
Employee Resource Groups
Support from the Equality & Inclusion Council