Senior Customer Success Manager, Strategic

🔥 22 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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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

• Build trusted relationships with key customer stakeholders and serve as their primary point of contact for success and adoption initiatives. • Develop and maintain Success Plans aligned to customer goals, business outcomes, and value milestones. • Drive product adoption and value realization through proactive engagement and regular business reviews. • Monitor customer health, identify risks and opportunities, and coordinate internal resources to ensure successful outcomes. • Partner with Sales, Renewals, Support, Product, and Professional Services teams to deliver a seamless customer experience. • Support retention and renewal efforts while helping identify opportunities for cross-sell and upsell conversations. • Advocate for customer needs and provide feedback to internal teams to improve customer experience and business outcomes.

🎯 Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Sales Engineering, or a similar customer-facing role. • Experience managing enterprise customers in software, SaaS, cybersecurity, data management, or related technology environments. • Ability to build relationships with both business and technical stakeholders, including executive-level contacts. • Strong communication and presentation skills, with the ability to translate technical capabilities into business value. • Experience developing customer success plans and driving adoption, retention, and customer satisfaction. • Excellent organizational and project management skills, with the ability to manage multiple priorities. • Experience managing customer escalations and coordinating cross-functional teams. • Fluent in English. • Experience supporting digital transformation or migration initiatives, including transitions from on-premises to SaaS solutions. • Customer Success experience within a B2B software organization. • Familiarity with customer success platforms such as Gainsight or Totango and CRM tools such as Salesforce. • Experience using AI tools to improve productivity and customer engagement.

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