Customer Experience Manager
As a Customer Experience Manager, you will lead a team of professionals in delivering exceptional customer experiences. Your primary responsibility will be to empower the team to deliver superior customer service, manage escalations, and drive measurable business outcomes.
The role involves setting strategic goals and KPIs aligned with company objectives for adoption, retention, value realization, and customer health. You will review and guide the creation and execution of customer success plans and executive business reviews (EBRs). Additionally, you will oversee engagement for key customers, ensuring high satisfaction, risk mitigation, and long-term success.
* Lead a team of Customer Success Managers to deliver consistent and high-quality customer experiences
* Provide regular coaching, performance feedback, and career development planning for each team member
* Foster a culture of accountability, growth, and customer-centric thinking within the team
* Set strategic goals and KPIs aligned with company objectives for adoption, retention, value realization, and customer health
You will work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs. Surface product feedback and customer insights to influence roadmap prioritization and innovation.
This is an excellent opportunity to grow and lead an outstanding Customer Success team while making a significant impact on customer outcomes.
Requirements:
* Minimum of 2 years of experience managing or leading a team in Customer Success, Technical Account Management, or a related function
* At least 5 years of professional experience in Customer Success, account management, technical solution delivery, or enterprise SaaS
* Proven ability to manage executive-level relationships, including VP/CxO stakeholders
* Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization
* Exceptional communication, interpersonal, and conflict resolution skills
What will make you stand out:
* Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaS
* Previous Customer Success experience in a company with B2B Software
* Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce)
Benefits:
* Life at Quest means collaborating with dedicated professionals with a passion for technology
* We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential
* Our team members' health and wellness are our priority as well as rewarding them for their hard work
Why work with us:
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.