OverviewQuest Software has a two‑pronged mission focused on helping organizations manage and secure their Microsoft environments and leverage their data effectively. First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra ID, and Microsoft 365 environments, providing critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions, de‑risking AI adoption, and maximizing data return on investment across the data management lifecycle.
ResponsibilitiesAs an Enterprise Customer Success Manager, you will manage a portfolio of accounts and lead engagement throughout the customer lifecycle—from deployment and adoption through value realization and renewal—ensuring satisfaction and long‑term success. Your key responsibilities include guiding customers through their journey, maintaining consistent engagement, ensuring measurable value from Quest solutions, surfacing Customer Success Qualified Leads (CSQLs), coordinating with Account Management, supporting renewal contracting processes, staying informed on Quest’s evolving product portfolio, and driving retention through usage, adoption, and churn reduction.
Qualifications
Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer.
Establish relationships with key customer stakeholders, ensuring regular check‑ins to understand and promptly address client needs.
Develop and maintain strategic Success Plans that align to value milestones and customer‑defined outcomes.
Partner with customers to build joint success plans, maintaining detailed understanding of the customer’s business to achieve high satisfaction and adoption.
Monitor customer analytics and KPIs to reinforce value, identify improvements, and optimize the solution.
Facilitate Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact and growth opportunities.
Deliver outstanding customer experience, support brand promise, and identify cross‑sell and upsell opportunities.
Actively monitor engagement signals, log risks and opportunities in CRM, and trigger internal playbooks.
Collaborate across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and alignment.
Act as escalation point for high‑impact issues and ensure quick resolution.As part of the wider CSM team, implement scalable programs and process improvements.
Fluency in German and English.
What We’re Looking For
Minimum of 3 years in customer success, technical account management, sales engineering, or similar role focused on driving product/service adoption.
Minimum of 3 years managing customers in platform, security, or similar solutions, focusing on growth, adoption, retention, and issue resolution across business and executive levels.
Excellent organizational skills and ability to establish milestones and keep success plans on track.
Proficiency in handling internal and external escalations.
Exceptional communication and relationship building, comfortable facilitating change and driving success.
Experience leading, adopting, and driving change internally or externally.
Strong ability to translate customer needs into business or solution requirements.
Success as a trusted advisor to senior executives in large organizations and ability to build success plans.
Understanding of value realization, recurring revenue sales models, and renewal processes.
What Will Make You Stand Out
Experience in transformational Customer Success projects or product transitions from On‑Premise to SaaS.
Previous Customer Success experience in a B2B Software environment.
Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
Experience with AI prompting and leveraging AI tools to streamline processes.
Company DescriptionAt Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize, and secure their business from on‑prem to in‑cloud, from networks to endpoints. We help turn complex challenges—Active Directory management, Office 365 migration, database and systems management, and security—into opportunities for growth.
Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
For more information, visit quest.com/careers. Job seekers should be aware of fraudulent job offers and only apply to roles listed on the official Quest Careers site using the applicant system.
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