Customer Success Manager

🔥 0 minutes ago

🇮🇪 Ireland – Remote

💵 €62.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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

• Own the customer relationship of a global or large-scale strategic account and manage stakeholder relationships at executive, management, and technical-leader levels • Develop and nurture relationships and tailor value and adoption messaging to customer stakeholders • Coach peers and mentor Enterprise CSMs • Identify and create solutions addressing Customer Success needs and improve effectiveness, efficiency, and customer metrics • Develop and maintain strategic Success Plans aligned with value milestones and customer-defined business outcomes • Partner with customers to build joint success plans and understand their business to drive satisfaction, engagement, and adoption of Quest technologies • Monitor customer analytics and KPIs to reinforce solution value, improve customer experience, and optimize solutions • Facilitate Executive Business Reviews with Account Management to demonstrate impact, delivered value, and growth opportunities • Deliver outstanding customer experiences and support cross-sell and upsell identification • Monitor engagement signals and sentiment, log risks and opportunities in CRM, and trigger internal playbooks • Collaborate across Sales, Support, Product, Renewals, and Professional Services • Act as an escalation point for high-impact customer issues and engage appropriate Quest teams for resolution • Implement scalable programs and process improvements across the CSM team to improve efficiency and customer experience • Drive retention, usage, adoption, services support, and churn reduction throughout the customer lifecycle

🎯 Requirements

• Bachelor’s or Master’s degree (or equivalent experience) • 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 • Minimum of 6 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 • 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 a SAE/AE/ISR to see through upsell opportunities while maintaining executive overlay and ensuring a positive customer experience • Strong knowledge of Customer Success best practices, with experience in defining process 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 • Understanding of how organizations measure value realization and drive revenue • Experience in recurring revenue sales models and renewal processes is an advantage • Fluency in English and German • Experience in transformational Customer Success projects or products shifting from On-Premise to SaaS • Previous Customer Success experience in a B2B Software company • Proficiency in customer success tools such as Gainsight or Totango and CRM systems such as Salesforce • Experience with AI prompting and leveraging AI tools to streamline processes

🏖️ Benefits

• Commission plan eligibility • Country-specific benefits