Enterprise Customer Success Manager (Chicago - Remote)

What the role needs

• Above all, this role is accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.
• This is a remote position based in Chicago, IL, USA.
• -Proactively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer
• -Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns
• -Develops and maintains strategic Success Plans that align with value milestones and customer-defined business outcomes
• -Monitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer 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 growth opportunities
• -Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products
• -Actively 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 appropriate teams within Quest are engaged for quick resolution
• -Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience

From the employer

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Quest strives to be the best of the very best in everything we do. We are fanatically customer-focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work, and offers career and personal growth. At Quest Software, we build technology that simplifies IT management and strengthens cybersecurity resilience for organizations around the world. Our people are central to our success, and we are committed to delivering an HR experience that reflects our global footprint, growth mindset, and employee-first culture. As an Enterprise Customer Success Manager at Quest, you'll play a pivotal role in ensuring customers realize maximum value from their investments through comprehensive adoption and value engagements. The CSM 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’ll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions. You’ll also surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow-up. CSMs support renewal contracting processes and are expected to stay informed on Quest’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings. Above all, this role is accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn. This is a remote position based in Chicago, IL, USA. -Proactively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer -Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns -Develops and maintains strategic Success Plans that align with 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 the value of the customer solution, identify areas to improve customer 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 growth opportunities -Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products -Actively 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 appropriate teams within Quest are engaged for quick resolution -Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience -Minimum of 3 years of experience in 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 both the 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 being accountable for driving success with customers -Experience in leading, adopting, and driving change internally or externally -Experience in 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 -An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage -Must be able to work remotely from Chicago, IL, USA 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) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes 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. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general. #LI-remote #LI-CJ Not ready to apply? Connect with us for general consideration.