Manager Customer Success

Overview

Your AI strategy is only as strong as the data behind it. Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

As the Customer Success Manager
, you will be accountable for the performance, engagement, and professional development of a team of Strategic & Enterprise Customer Success Managers supporting Quest's most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes. You'll also serve as a key partner to cross‑functional stakeholders across Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement.

This position is an in‑office-based role located in the Domain area of Austin.

• Lead, mentor, and support a team of Strategic & Enterprise 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.

• Manage the team to strategic goals and KPIs 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 value realization, risk mitigation, and long‑term success.

• Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation.
• Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business.
• Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
• Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.

• Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.
• Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning.
• Surface product feedback and customer insights to influence roadmap prioritization and innovation.

• Minimum of 5 years of experience managing or leading a team in Customer Success.
• Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment (required).
• Proven ability to manage executive‑level relationships, including VP/CxO stakeholders.
• Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
• Proficient in assessing customer health, identifying risk, and building risk mitigation plans.
• Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts.
• 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 (Gainsight, Gong, Aviso) and Salesforce CRM required.

• 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.
• Knowledge of AI tools and practices to streamline Customer Success operations.

Join us in delivering exceptional customer outcomes while growing and leading an outstanding Customer Success team!

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