Enterprise Customer Success Manager

Quest Software

. Manage named accounts and engagement and satisfaction throughout the customer lifecycle .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success through strategic planning, relationship building, and driving product adoption. Proficient in utilizing customer success tools and CRM systems to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementStrategic Success PlanningCustomer Relationship ManagementProficiency With GainsightExperience With Salesforce

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessProduct AdoptionValue RealizationRenewal ProcessesKPI MonitoringChange ManagementIssue ResolutionBusiness Case DevelopmentCross-Sell OpportunitiesUpsell Opportunities

Soft Skills

Exceptional CommunicationOrganizational SkillsRelationship BuildingFacilitating ChangeAccountability

Tools & Technologies

GainsightTotangoSalesforceAI Tools

Industry Keywords

B2B SoftwarePlatform ManagementSecurity SolutionsCustomer AnalyticsCustomer Engagement

About the role

Key responsibilities & impact

Manage named accounts and engagement and satisfaction throughout the customer lifecycle
Establish relationships with customer stakeholders through regular check-ins
Develop and maintain strategic Success Plans aligned with value milestones and customer-defined business outcomes
Build joint success plans with customers and maintain detailed understanding of their business
Drive customer satisfaction, engagement, adoption, and measurable value from Quest technologies
Monitor customer analytics and KPIs to reinforce solution value and optimize the customer experience
Facilitate Executive Business Reviews with Account Management
Demonstrate impact, value delivered, and growth opportunities using Success Plans and business cases
Deliver outstanding customer experiences and identify cross-sell and upsell opportunities
Monitor engagement signals and sentiment; log risks and opportunities in CRM
Trigger internal playbooks where applicable
Collaborate with Sales, Support, Product, Renewals, and Professional Services
Escalate high-impact customer issues and engage appropriate Quest teams for resolution
Implement scalable programs and process improvements across the CSM team
Support renewal contracting processes
Surface Customer Success Qualified Leads and coordinate with Account Management
Stay informed on Quest’s evolving product portfolio and communicate the value of new offerings
Drive retention, usage, adoption, services support, and churn reduction

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 customer success
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
Ability to build success plans
Understanding of value realization and revenue generation
Experience in recurring revenue sales models and renewal processes is an advantage
Must be able to work remotely from Boston, MA, USA
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 with customer success tools such as Gainsight and Totango
Proficiency with CRM systems such as Salesforce
Experience with AI prompting and leveraging AI tools

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