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, from implementation and adoption to value realization and renewal.

• Foster customer engagement, satisfaction, retention, utilization, adoption, and measurable benefits from Quest solutions.

• Build rapport with key customer stakeholders through consistent check-ins.

• Create and maintain strategic Success Plans that align with value milestones and customer-defined business objectives.

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

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

• Conduct Executive Business Reviews in conjunction with Account Management to showcase impact, delivered value, and growth prospects.

• Provide an exceptional customer experience while identifying and supporting cross-sell and upsell opportunities.

• Monitor customer engagement signals and sentiment; document risks and opportunities in CRM and activate internal playbooks.

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

• Serve as an escalation point for significant customer issues and coordinate swift resolutions.

• Implement scalable programs and process enhancements across the Customer Success Management team.

• Identify Customer Success Qualified Leads and collaborate with Account Management for follow-up.

• Assist in the renewal contracting processes.

• Stay updated on Quest’s evolving product portfolio and communicate the value of new offerings.

⛳️ Requirements

• Minimum of 3 years of experience in a customer success role focused on fostering customer success and product/service adoption.

• At least 3 years of experience in customer management within platform management and security solutions, emphasizing growth, adoption, retention, and issue resolution at both business owner and senior executive levels.

• Strong organizational skills with the ability to establish milestones and keep success plans on track.

• Capable of managing internal and external escalations effectively.

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

• Comfortable facilitating change and being accountable for driving customer success.

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

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

• Demonstrated success as a trusted advisor to senior executives in large organizations.

• Proficient in creating success plans.

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

• Experience in recurring revenue sales models and renewal processes is a plus.

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

• Experience in transformative Customer Success projects or products transitioning from On-Premise to SaaS is an asset.

• Previous Customer Success experience in a B2B software company is an advantage.

• Proficiency in customer success tools like Gainsight and Totango.

• Familiarity with CRM systems such as Salesforce.

• Experience in managing customer health, success plans, and engagement tracking.

• Knowledge of AI prompting and using AI tools to enhance processes.

🏝️ Benefits

• Competitive salary.

• Annual bonus opportunities.

• Recognition for top performers.

• Comprehensive health benefits.

• Family-oriented benefits.

• Retirement savings plans.

• Flexible work arrangements.

• Generous paid time off.

• Wellness programs.

• Access to learning platforms.

• Mentorship opportunities.

• Leadership development programs.

• Inclusive team environments.

• Employee Resource Groups.

• Support from the Equality & Inclusion Council.