Enterprise Customer Success Manager

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

📋 Description

• Oversee a designated portfolio of accounts throughout the entire customer journey, encompassing deployment, adoption, value realization, and renewal.

• Enhance customer engagement, satisfaction, retention, usage, adoption, and measurable benefits from Quest solutions.

• Establish and nurture relationships with stakeholders and conduct regular check-ins with customers.

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

• Collaborate with customers to develop joint success plans and maintain a thorough understanding of their operations.

• Analyze customer metrics and KPIs to enhance the customer experience and optimize solutions.

• Facilitate Executive Business Reviews in conjunction with Account Management to showcase impact, delivered value, and opportunities for growth.

• Provide exceptional customer experiences while identifying opportunities for cross-selling and upselling.

• Monitor engagement signals and sentiment, document risks and opportunities within CRM, and initiate internal playbooks as necessary.

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

• Address high-impact customer issues and ensure timely resolution through effective coordination.

• Implement scalable initiatives and process enhancements across the Customer Success Management (CSM) team.

• Identify Customer Success Qualified Leads and partner with Account Management for coordination.

• Assist with the renewal contracting processes and stay updated on Quest’s evolving product offerings.

⛳️ Requirements

• A minimum of 3 years of experience in a customer success role, focusing on driving customer success and the adoption of products/services.

• At least 3 years of experience in customer management related to platform management and security solutions, with an emphasis on growth, adoption, retention, and resolution of issues at both business owner and senior executive levels.

• Strong organizational abilities and the capacity to set milestones while keeping success plans on track.

• Proficient in managing internal and external escalations effectively.

• Excellent communication skills and the ability to build strong relationships.

• Comfortable facilitating change and taking accountability for driving customer success initiatives.

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

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

• Track record of serving as a trusted advisor to senior executives in large organizations and of developing success plans.

• Understanding of value realization and revenue generation processes.

• Experience with recurring revenue sales models and renewal procedures is beneficial.

• Must be able to work remotely from Chicago, IL, USA.

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

• Previous Customer Success experience in a B2B software environment is a plus.

• Proficiency with customer success tools like Gainsight and Totango, as well as CRM systems such as Salesforce.

• Familiarity with AI prompting and the use of AI tools to enhance process efficiency.

🏝️ Benefits

• Competitive salary.

• Annual bonus opportunities.

• Recognition for top performers.

• Comprehensive health, family, and retirement benefits package.

• Flexible working arrangements.

• Generous paid time off (PTO).

• Wellness initiatives.

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

• Supportive and inclusive teams bolstered by Employee Resource Groups and the Equality & Inclusion Council.