Customer Success Manager – Strategic

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

📋 Description

• Takes ownership of the customer relationship for a global or large-scale strategic account and effectively manages stakeholder relationships at all levels (i.e., executive, management, technical leaders), including discussions on the strategic roadmap.

• Cultivates and fosters relationships while tailoring value and adoption messaging to align with the interests and levels of customer stakeholders.

• Guides peers on strategic methodologies, provides mentorship for Enterprise Customer Success Managers (CSMs) to enhance their knowledge, and ensures a top-tier customer experience.

• Identifies and develops solutions to meet Customer Success demands, enhancing effectiveness and efficiency, and achieving or surpassing key customer metrics.

• Creates and maintains strategic Success Plans that correspond with value milestones and business outcomes defined by the customer.

• Collaborates with the customer to formulate a joint success plan, keeping a thorough understanding of the customer’s business to attain high satisfaction, engagement, and adoption of Quest technologies.

• Tracks customer analytics and KPIs to reinforce the value of the customer solution, pinpoint areas for enhancing customer experience, and optimize the solution.

• Facilitates Executive Business Reviews (EBRs) in partnership with Account Management, utilizing the Success Plan and business case to showcase impact, delivered value, and growth opportunities.

• Provides an exceptional customer experience to uphold our brand promise of delivering superior outcomes and to support and identify opportunities for cross-selling and upselling services and products.

• Actively monitors customer engagement indicators and sentiment; records risks and opportunities in CRM and initiates internal playbooks as needed.

• Encourages collaboration among Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.

• Serves as an escalation point for critical customer issues when necessary, ensuring that the appropriate teams within Quest are engaged for swift resolution.

• Works collaboratively with the broader CSM team to implement scalable programs and process enhancements to boost the efficiency of internal customer success processes and improve the customer experience.

⛳️ Requirements

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

• 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 level).

• Skilled in engaging an SAE/AE/ISR to pursue upsell opportunities while maintaining executive oversight and ensuring a favorable customer experience.

• Extensive knowledge of Customer Success best practices, with experience in defining processes and offering enablement programs to promote adoption in CS and across the organization.

• Strong organizational skills with the ability to set milestones and ensure success plans remain on track.

• Competent in managing internal and external escalations.

• Outstanding ability to communicate and build positive business relationships, comfortable facilitating change, and accountable for driving customer success.

• Experience in leading, adopting, and driving change both internally and externally.

• Experienced in identifying, interpreting, and prioritizing customer issues and needs into business or solution requirements.

• Proven success as a trusted advisor to senior executives in large organizations with the capability to build success plans.

• Understanding of how organizations measure value realization and drive revenue; experience in recurring revenue sales models and renewal processes is a plus.

• Fluency in French (speaking/writing) is REQUIRED.

🏝️ Benefits

• Competitive salary, annual bonuses, and recognition for top performers.

• Comprehensive health, family, and retirement benefits.

• Flexible work arrangements, generous paid time off, and wellness initiatives.

• Opportunities for professional growth through learning platforms, mentorship, and leadership programs.

• Diverse teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.