Manager Customer Success

Manager Customer Success – Quest Software

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Quest Software has a two-pronged mission focused on helping organizations manage and secure their Microsoft environments and leverage their data effectively. First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra , and Microsoft 365 environments, providing critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions, offering integrated capabilities across the data management lifecycle.

As the Customer Success People Manager, you will be accountable for the performance, engagement, and professional development of a team of CSMs supporting Quest’s most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes while partnering with Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement.

• Lead, mentor, and support a team of 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.

• Set strategic goals and KPIs aligned with company objectives 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 high satisfaction, risk mitigation, and long‑term success.

• Monitor and report on key performance indicators, including renewal rates, customer satisfaction, and CSQL generation.
• Champion the adoption and utilization of tools (e.g., Gainsight, Salesforce) for tracking engagement, risks, and success metrics.
• Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
• Serve as an escalation point for critical issues and ensure swift resolution and customer advocacy.

• Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.
• Surface product feedback and customer insights to influence roadmap prioritization and innovation.

• Minimum of 2 years of experience managing or leading a team in Customer Success, Technical Account Management, or a related function.
• At least 5 years of professional experience in Customer Success, account management, technical solution delivery, or enterprise SaaS.
• Proven ability to manage executive-level relationships, including VP/CxO stakeholders.
• Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
• Familiarity with enterprise IT environments, particularly Microsoft, Active Directory, Entra , and/or SaaS transformation.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Experience with customer success tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce).
• Strong analytical skills with the ability to assess customer health and forecast risk or expansion opportunities.

• 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.
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking.
• Knowledge of AI tools and practices to streamline Customer Success operations.

Quest Software builds the foundation for enterprise AI with solutions in data governance,…