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About the Role

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. 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.

Responsibilities

Proactively manage named accounts and be accountable for engagement and satisfaction over the customer lifetime.
Establish relationships with key customer stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
Develop and maintain strategic Success Plans that align with value milestones and customer-defined business outcomes.
Partner with the customer to build a joint plan for success, maintaining a detailed understanding of their business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies.
Monitor customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution.
Facilitate Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities.
Deliver an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products.
Actively monitor customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicable.
Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution.
Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

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 the business owner and senior executive levels.
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.
An understanding of how organizations measure value realization and drive revenue.
Experience in recurring revenue sales models and renewal processes is an advantage.

Skills

Customer success tools (e.g., Gainsight, Totango)
CRM systems (e.g., Salesforce)
AI prompting
Leveraging AI tools to streamline processes

Location

Austin, TX (In-office)

Work Type

In-office

Experience Level

Minimum 3 years

Benefits

Competitive pay
Annual bonuses
Top-performer recognition
Comprehensive health benefits
Family benefits
Retirement benefits
Flexible work options
Generous PTO
Wellness programs
Professional growth opportunities
Learning platforms
Mentorship programs
Leadership programs

About the Company

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 IT challenges.
From securing identities and modernizing platforms to preparing data for AI, Quest helps enterprises unlock their full potential.

Equal Opportunity

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.
Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Quest will not tolerate discrimination or harassment based on any of these characteristics.
Quest encourages applicants of all ages.