Enterprise Customer Success Manager

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

📋 Description

• Oversee a portfolio of designated accounts throughout the entire customer journey, from implementation and adoption to value realization and renewal.

• Enhance customer engagement, satisfaction, product usage, adoption, retention, and demonstrable value.

• Build stakeholder relationships and conduct regular check-ins to comprehend and address customer requirements.

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

• Collaborate with customers to develop joint success plans while maintaining a clear understanding of their businesses.

• Analyze customer analytics and KPIs to enhance customer experiences and optimize solutions.

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

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

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

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

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

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

• Identify Customer Success Qualified Leads and liaise with Account Management accordingly.

• Assist with renewal contracting processes while staying updated on Quest’s evolving product offerings.

⛳️ Requirements

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

• Minimum of 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 set milestones and keep success plans on track.

• Capability to manage internal and external escalations effectively.

• Outstanding communication and relationship-building abilities.

• Comfortable facilitating change and accountable for fostering customer success.

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

• Experience in identifying, translating, and prioritizing customer concerns and needs into business or solution requirements.

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

• Proficiency in developing success plans.

• Understanding of value realization and revenue generation.

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

• Must be capable of working remotely from Boston, MA, USA.

• Experience in transformational Customer Success projects or products transitioning from On-Premise to SaaS is a distinguishing factor.

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

• Familiarity with customer success tools such as Gainsight and Totango.

• Proficient in CRM systems like Salesforce.

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

🏝️ Benefits

• Competitive salary.

• Annual bonus opportunities.

• Recognition for top performers.

• Comprehensive health, family, and retirement benefits.

• Flexible working arrangements.

• Generous paid time off (PTO).

• Wellness programs.

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

• Inclusive teams supported by Employee Resource Groups and the Equality & Inclusion Council.