OverviewAt Quest Software, our mission is to enable customers to unlock value from all their data by delivering AI and data solutions that de-risk AI adoption and maximize the return on that data. We provide integrated capabilities across the data management lifecycle to help data and IT leadership accelerate and advance their data and AI initiatives. This portfolio spans metadata management, data operations, and infrastructure solutions.The Customer Success Organization focuses on our most strategic customers. As a Customer Success Manager at Quest, 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. You will guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions. You will surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow-up. CSMs support renewal contracting processes and stay informed on Quest’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings. The role is accountable for retention—driving growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.
Responsibilities
Proactively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer.
Establishes relationships with customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
Develops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomes.
Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies.
Monitors customer analytics and KPIs to reinforce value, identify areas to improve experience, and optimize the solution.
Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth.
Delivers an outstanding customer experience to support Quest’s brand promise and to identify cross-sell and upsell opportunities.
Monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks where applicable.
Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
Acts as an escalation point for high-impact customer issues when necessary, ensuring quick resolution with appropriate teams.
Works with the wider CSM team to implement scalable programs and process improvements to drive efficiency and improve customer experience.
Qualifications
Minimum of 3 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
Minimum of 3 years of experience in customer management within AI and data 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.
Adept at handling internal and external escalations.
Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and driving customer success.
Experience in leading, adopting and driving change internally or externally.
Experience in identifying, translating and prioritizing customer issues into business or solution requirements.
Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
An understanding of value realization measurement and revenue drive. Experience in recurring revenue sales models and renewal processes is an advantage.
What Will Make You Stand Out
Experience in transformational Customer Success projects or where products shift from On-Premise to subscription or SaaS.
Previous Customer Success experience in a B2B software company.
Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes.
Company Description
At Quest, we create and manage software that makes the benefits of new technology real. We help companies manage, modernize, and secure their business—from on-prem to in-cloud, and from the heart of the network to endpoints. We tackle challenges like Active Directory management, Office 365 migration, database and systems management, security, and more. We are a company that fulfills its promises.
Why work with us
Life at Quest means collaborating with dedicated professionals who are passionate about technology. We encourage invention when improvement is possible, invest in people, and prioritize health and wellness while rewarding hard work.
We build solutions when we see opportunities for improvement.
Our people demonstrate a winning culture through positive and meaningful relationships.
We invest in our people with programs to help them pursue fulfilling careers.
Health, wellness, and recognition for hard work are priorities.
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.
Come join us. For more information, visit Quest Careers. Be cautious of fraudulent job offers and only apply to roles listed on quest.com/careers using our applicant system. We do not use text messaging or third-party messaging apps to communicate with applicants.
Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: OtherIndustries: Software Development
#J-18808-Ljbffr