Manager Customer Success

Quest Software provides enterprise software solutions for data governance, cybersecurity, and platform modernization. The Customer Success Manager will lead and develop a team of Strategic and Enterprise Customer Success Managers, oversee customer success strategy and performance, manage escalations, and partner cross-functionally to drive adoption, retention, expansion, and customer value.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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