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About the Role

As a Strategic Customer Success Manager at Quest, you will ensure strategic customers realize maximum value from their investments through comprehensive adoption and value engagements. You will manage a portfolio of accounts and lead engagement throughout the customer lifecycle, ensuring satisfaction and long-term success. Your role is accountable for retention, sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

Responsibilities

Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels, including strategic roadmap discussions.
Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders.
Coaches peers on strategic approaches and provides mentorship for Enterprise CSMs.
Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.
Develops and maintains strategic Success Plans that align with value milestones and customer-defined business outcomes.
Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business.
Monitors customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience.
Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management.
Delivers an outstanding customer experience to support our brand promise and identify cross-sell and upsell of services and products.
Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks.
Supports collaboration across Sales, Support, Product, Renewals, and Professional Services.
Acts as an escalation point for high-impact customer issues.
Works within the wider CSM team to implement scalable programs and process improvements.

Requirements

Minimum of 5 years of experience in a customer success role responsible for driving customer success and product/service adoption.
Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions.
Ability to manage executive relationships and discussions (VP/CxO).
Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience.
Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs.
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.

Skills

Customer Success tools (e.g., Gainsight)
CRM systems (e.g., Salesforce)
AI prompting
Leveraging AI tools to streamline processes
Recurring revenue sales models
Renewal processes

Location

Austin, TX

Work Type

In-office

Experience Level

5 years of experience in customer success

Benefits

Competitive pay
Annual bonuses
Top-performer recognition
Comprehensive health, family, and retirement benefits
Flexible work options
Generous PTO
Wellness programs
Professional growth through learning platforms, mentorship, and 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, we help 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.