Enterprise Customer Success Manager

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

📋 Description

• Oversee designated accounts while ensuring customer engagement and satisfaction throughout their journey.

• Forge relationships with key customer stakeholders through consistent check-ins.

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

• Collaborate with customers to develop joint success plans while maintaining a comprehensive understanding of their business needs.

• Enhance customer satisfaction, engagement, adoption, and measurable value derived from Quest technologies.

• Analyze customer data and KPIs to validate solution value and improve the customer experience.

• Conduct Executive Business Reviews alongside Account Management.

• Illustrate impact, delivered value, and growth opportunities using Success Plans and business cases.

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

• Track engagement signals and sentiment; document risks and opportunities in the CRM.

• Initiate internal playbooks when necessary.

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

• Escalate significant customer issues and collaborate with appropriate Quest teams for their resolution.

• Implement scalable initiatives and process enhancements within the Customer Success Management team.

• Assist in the renewal contracting processes.

• Identify Customer Success Qualified Leads and coordinate with Account Management.

• Keep abreast of Quest’s evolving product offerings and communicate the benefits of new solutions.

• Promote retention, usage, adoption, service support, and reduction of churn.

⛳️ Requirements

• At least 3 years of experience in a customer success role focused on driving customer success and adoption of products/services.

• A minimum of 3 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.

• Strong organizational capabilities with the ability to set milestones and keep success plans on track.

• Proficient in managing internal and external escalations.

• Outstanding communication skills with a talent for building positive business relationships.

• Comfortable facilitating change and accountable for promoting customer success.

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

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

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

• Competence in developing success plans.

• Understanding of value realization and revenue generation.

• Experience with recurring revenue sales models and renewal processes is advantageous.

• Must be able to work remotely from Boston, MA, USA.

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

• Previous Customer Success experience within a B2B software company is a differentiator.

• Proficiency in customer success tools such as Gainsight and Totango.

• Skilled in CRM systems like Salesforce.

• Familiarity with AI prompting and utilizing AI tools.

🏝️ Benefits

• Competitive salary.

• Annual bonuses.

• Recognition for top performers.

• Comprehensive health benefits.

• Family benefits.

• Retirement benefits.

• Flexible working options.

• Generous paid time off (PTO).

• Wellness programs.

• Opportunities for professional growth through learning platforms.

• Mentorship opportunities.

• Leadership development programs.

• Employee Resource Groups.

• Support from the Equality & Inclusion Council.