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 • Illinois • 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 adoption, retention, and value realization. Proficient in building strategic success plans and leveraging customer success tools to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementCustomer Engagement StrategiesSuccess Plan DevelopmentCRM ProficiencyB2B Software Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessCustomer ManagementValue RealizationIssue ResolutionGrowth StrategiesRenewal ProcessesCustomer Health ManagementEngagement TrackingAI Tools UtilizationSaaS Transition Experience

Soft Skills

Organizational SkillsCommunication SkillsRelationship BuildingChange FacilitationAccountability

Tools & Technologies

GainsightTotangoSalesforce

Industry Keywords

Customer Success ProjectsRecurring Revenue ModelsB2B Software

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, retention, usage, adoption, and measurable value from Quest solutions
Establish relationships with customer key 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 a detailed understanding 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, value delivered, and growth opportunities
Deliver an outstanding customer experience while supporting and identifying cross-sell and upsell opportunities
Monitor customer 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 quick resolution
Implement scalable programs and process improvements across the CSM team
Surface Customer Success Qualified Leads and coordinate with Account Management for follow-up
Support renewal contracting processes
Stay informed on Quest’s evolving product portfolio and communicate the value of new offerings

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 business relationship-building abilities
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 how organizations measure value realization and drive revenue
Experience in recurring revenue sales models and renewal processes is an advantage
Must be able to work remotely from Chicago, IL, 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 in customer success tools such as Gainsight and Totango
Proficiency in CRM systems such as Salesforce
Experience managing customer health, success plans, and engagement tracking
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
Learning platforms
Mentorship
Leadership programs
Inclusive teams
Employee Resource Groups
Support from the Equality & Inclusion Council