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Enterprise Customer Success Manager
Quest Software. Manage a portfolio of named enterprise accounts throughout the customer lifecycle, from deployment and adoption through value realization and renewal .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing enterprise accounts throughout the customer lifecycle, focusing on customer engagement, satisfaction, and value realization. Proficient in developing strategic success plans and leveraging customer success tools to drive adoption and retention.
Highest-signal resume keywords
Customer Success ManagementCustomer EngagementStrategic Success PlanningCRM ProficiencyChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessProduct AdoptionValue RealizationKPI MonitoringRenewal ProcessesB2B Software ExperienceTransformational ProjectsIssue ResolutionSales GrowthAnalytics
Soft Skills
CommunicationRelationship BuildingOrganizational SkillsProblem SolvingFacilitation
Tools & Technologies
GainsightTotangoSalesforceAI Tools
Industry Keywords
Enterprise AccountsCustomer LifecycleCustomer SatisfactionCross-SellUpsellSaaSRecurring Revenue ModelsStakeholder EngagementCustomer AnalyticsExecutive Business Reviews
About the role
Key responsibilities & impact- Manage a portfolio of named enterprise 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 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 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 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
- Act as an escalation point for high-impact customer issues and coordinate quick resolution
- Implement scalable customer success programs and process improvements
- Surface Customer Success Qualified Leads and coordinate with Account Management
- 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 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 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 and 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 located within the United States
- Experience in transformational Customer Success projects or products shifting from on-premise to SaaS is advantageous
- Previous Customer Success experience in a B2B software company is advantageous
- 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
- Inclusive teams
- Employee Resource Groups
- Support from the Equality & Inclusion Council