Customer Success Manager – Strategic

🕒 July 24

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 42%

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Quest Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • Data Management • SaaS

Quest Software is a technology company that specializes in developing and managing software solutions for IT operations, data management, and cybersecurity. They provide a range of products aimed at helping organizations modernize their IT infrastructure, secure their data, and ensure seamless operations whether in the cloud or on-premises. Quest's offerings include endpoint management, identity protection, disaster recovery, and database management tools, empowering businesses to enhance their IT resilience and optimize data utilization in an increasingly digital world.

📋 Description

• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions. • Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders. • Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge, and offers a premium customer experience. • Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics. • 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.

🎯 Requirements

• Minimum of 6 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption. • Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions. • Ability to manage executive relationships and discussions (VP/CxO). • Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience. • Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs to promote adoption in CS and across the company. • 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. • French speaking/writing REQUIRED.

🏖️ Benefits

• 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.

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