Customer Success Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Take ownership of the customer relationship for a global or large-scale strategic account, managing stakeholder connections at executive, management, and technical leadership levels.

• Cultivate and sustain relationships while customizing value and adoption messaging for customer stakeholders.

• Provide coaching to peers and mentor Enterprise Customer Success Managers (CSMs).

• Identify and develop solutions that address Customer Success requirements, enhancing effectiveness, efficiency, and customer metrics.

• Create and maintain strategic Success Plans that align with value milestones and outcomes defined by customers.

• Collaborate with customers to establish joint success plans and gain insights into their business to enhance satisfaction, engagement, and adoption of Quest technologies.

• Track customer analytics and KPIs to reinforce solution value, enhance customer experience, and optimize offerings.

• Conduct Executive Business Reviews alongside Account Management, showcasing impact, delivered value, and growth opportunities.

• Provide exceptional customer experiences while supporting cross-sell and upsell initiatives.

• Observe engagement signals and sentiment, log risks and opportunities in CRM, and activate internal playbooks.

• Work collaboratively across Sales, Support, Product, Renewals, and Professional Services.

• Serve as an escalation point for high-impact customer issues, engaging the appropriate Quest teams for resolution.

• Implement scalable programs and process enhancements within the CSM team to boost efficiency and customer experience.

• Drive retention, usage, adoption, service support, and reduction of churn throughout the customer lifecycle.

⛳️ Requirements

• Bachelor’s or Master’s degree (or equivalent experience).

• At least 6 years of experience in customer success, technical account management, sales engineering, or a similar role focused on promoting customer success and product/service adoption.

• Minimum of 6 years of experience in customer management related to platform management and security solutions, emphasizing growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.

• Capability to translate business requirements into business value and collaborate with sales and marketing to advocate for value-driven solutions.

• Proficient in managing executive relationships and discussions (VP/CxO).

• Skilled at involving a Sales Account Executive (SAE)/Account Executive (AE)/Inside Sales Representative (ISR) to capitalize on upsell opportunities while maintaining executive engagement and ensuring a positive customer experience.

• Strong understanding of Customer Success best practices, with experience in defining processes and delivering enablement programs to foster adoption in Customer Success and throughout the organization.

• Excellent organizational abilities and capacity to set milestones and keep success plans on track.

• Proficient in managing internal and external escalations.

• Exceptional communication skills with a talent for nurturing positive business relationships, comfortable facilitating change, and accountable for driving customer success.

• Experience leading, adopting, and implementing change both internally and externally.

• Proven ability to identify, translate, and prioritize customer issues and needs into business or solution requirements.

• Demonstrated success as a trusted advisor to senior executives in large organizations, capable of building effective success plans.

• Understanding of how organizations evaluate value realization and drive revenue.

• Familiarity with recurring revenue sales models and renewal processes is beneficial.

• Proficiency in English and German.

• Experience with transformational Customer Success initiatives or products transitioning from On-Premise to SaaS.

• Previous Customer Success experience in a B2B software company.

• Proficient in Customer Success tools like Gainsight or Totango, and CRM systems such as Salesforce.

• Experience with AI prompting and utilizing AI tools to streamline processes.

🏝️ Benefits

• Eligibility for a commission plan.

• Country-specific benefits.