Job description

Your AI strategy is only as strong as the data behind it. Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential. As the Customer Success Manager , you will be accountable for the performance, engagement, and professional development of a team of Strategic & Enterprise Customer Success Managers supporting Quest's most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes. You'll also serve as a key partner to cross-functional stakeholders across Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement. This role is based in our Austin, TX office in The Domain area and requires working in-office Monday through Friday. Team Leadership and Development • Lead, mentor, and support a team of Strategic & Enterprise 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. • Create onboarding and ongoing enablement programs to elevate team capabilities. Customer Success Strategy and Execution • Manage the team to strategic goals and KPIs for adoption, retention, value realization, and customer health. • Review and guide the creation and execution of customer Success Plans and Executive Business Reviews (EBRs). • Oversee engagement for key customers, ensuring value realization, risk mitigation, and long-term success. Operational Excellence • Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation. • Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business. • Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness. • Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy. Cross-functional Collaboration • Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs. • Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning. • Surface product feedback and customer insights to influence roadmap prioritization and innovation. • Minimum of 5 years of experience managing or leading a team in Customer Success. • Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment (required). • Proven ability to manage executive-level relationships, including VP/CxO stakeholders. • Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization. • Proficient in assessing customer health, identifying risk, and building risk mitigation plans. • Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts. • Familiarity with enterprise IT environments, particularly Microsoft, Active Directory, Entra ID, and/or SaaS transformation. • Exceptional communication, interpersonal, and conflict resolution skills. • Experience with Customer Success tools (Gainsight, Gong, Aviso) and Salesforce CRM required. Preferences • 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. • Knowledge of AI tools and practices to streamline Customer Success operations. Join us in delivering exceptional customer outcomes while growing and leading an outstanding Customer Success team! Company Overview Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization . More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential. Why Quest At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a global team of innovators. We offer: • Competitive pay, annual bonuses, and top-performer recognition. • Comprehensive health, family, and retirement benefits. • Flexible work options, generous PTO, and wellness programs. • Professional growth through learning platforms, mentorship, and leadership programs. • Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council. Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages. Come join us. For more information, visit us on the web at Quest Careers Innovate.Collaborate.Grow Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. #LI-DH1 Not ready to apply? Connect with us for general consideration.

Requirements

Must-haves

Team Leadership and Development
Lead, mentor, and support a team of Strategic & Enterprise 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.
Create onboarding and ongoing enablement programs to elevate team capabilities.
Customer Success Strategy and Execution
Manage the team to strategic goals and KPIs for adoption, retention, value realization, and customer health.
Review and guide the creation and execution of customer Success Plans and Executive Business Reviews (EBRs).
Oversee engagement for key customers, ensuring value realization, risk mitigation, and long-term success.
Operational Excellence
Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation.
Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business.
Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.
Cross-functional Collaboration
Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.
Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning.
Surface product feedback and customer insights to influence roadmap prioritization and innovation.
Minimum of 5 years of experience managing or leading a team in Customer Success.
Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment (required).
Proven ability to manage executive-level relationships, including VP/CxO stakeholders.
Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
Proficient in assessing customer health, identifying risk, and building risk mitigation plans.
Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts.

Nice-to-haves

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aiswift

Platform: icims
Effort: medium

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