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 • Massachusetts • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer success throughout the lifecycle, focusing on driving product adoption, retention, and value realization. Proficient in building strategic success plans and facilitating executive business reviews to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementStakeholder Relationship BuildingCustomer Analytics MonitoringCRM ProficiencyChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyValue RealizationRenewal ProcessesIssue ResolutionSuccess Plan Development

Soft Skills

Exceptional CommunicationOrganizational SkillsRelationship BuildingFacilitating ChangeAccountability

Tools & Technologies

GainsightTotangoSalesforceAI Tools

Industry Keywords

B2B SoftwarePlatform ManagementSecurity SolutionsRecurring Revenue Sales ModelsTransformational Customer Success

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 engagement, satisfaction, product usage, adoption, retention, and measurable value
Establish stakeholder relationships and conduct regular check-ins to understand and address customer needs
Develop and maintain strategic Success Plans aligned with value milestones and customer business outcomes
Build joint success plans with customers and maintain an understanding of their businesses
Monitor customer analytics and KPIs to improve customer experience and optimize solutions
Facilitate Executive Business Reviews with Account Management to demonstrate impact, value delivered, and growth opportunities
Deliver outstanding customer experiences and identify cross-sell and upsell opportunities
Monitor engagement signals and sentiment, log risks and opportunities in CRM, and trigger internal playbooks
Collaborate with Sales, Support, Product, Renewals, and Professional Services
Escalate high-impact customer issues and coordinate timely 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 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 relationship-building skills
Comfortable facilitating change and 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 to streamline processes

Benefits

Comp & perks

Competitive pay
Annual bonuses
Top-performer recognition
Comprehensive health, family, and retirement benefits
Flexible work options
Generous PTO
Wellness programs
Professional growth through learning platforms, mentorship, and leadership programs
Inclusive teams supported by Employee Resource Groups and the Equality & Inclusion Council