Enterprise Customer Success Manager

🔥 4 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Manage named accounts and engagement and satisfaction throughout the customer lifecycle • Establish relationships with customer stakeholders through regular check-ins • Develop and maintain strategic Success Plans aligned with value milestones and customer-defined business outcomes • Build joint success plans with customers and maintain detailed understanding of their business • Drive customer satisfaction, engagement, adoption, and measurable value from Quest technologies • Monitor customer analytics and KPIs to reinforce solution value and optimize the customer experience • Facilitate Executive Business Reviews with Account Management • Demonstrate impact, value delivered, and growth opportunities using Success Plans and business cases • Deliver outstanding customer experiences and identify cross-sell and upsell opportunities • Monitor engagement signals and sentiment; log risks and opportunities in CRM • Trigger internal playbooks where applicable • Collaborate with Sales, Support, Product, Renewals, and Professional Services • Escalate high-impact customer issues and engage appropriate Quest teams for resolution • Implement scalable programs and process improvements across the CSM team • Support renewal contracting processes • Surface Customer Success Qualified Leads and coordinate with Account Management • Stay informed on Quest’s evolving product portfolio and communicate the value of new offerings • Drive retention, usage, adoption, services support, and churn reduction

🎯 Requirements

• Minimum of 3 years of experience in a 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 business owner and senior executive levels • Excellent organizational skills and ability to establish milestones and keep success plans on task • Ability to handle internal and external escalations • Exceptional communication and ability to foster positive business relationships • Comfortable facilitating change and being accountable for driving customer success • Experience leading, adopting, and driving change internally or externally • Experience 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 • Ability to build success plans • Understanding of value realization and revenue generation • Experience in recurring revenue sales models and renewal processes is an advantage • Must be able to work remotely from Boston, MA, USA • Experience in transformational Customer Success projects or products shifting from On-Premise to SaaS is a differentiator • Previous Customer Success experience in a B2B software company is a differentiator • Proficiency with customer success tools such as Gainsight and Totango • Proficiency with CRM systems such as Salesforce • Experience with AI prompting and leveraging AI tools

🏖️ Benefits

• Competitive pay • Annual bonuses • Top-performer recognition • Comprehensive health benefits • Family benefits • Retirement benefits • Flexible work options • Generous PTO • Wellness programs • Professional growth through learning platforms • Mentorship • Leadership programs • Employee Resource Groups • Support from the Equality & Inclusion Council