Enterprise Customer Success Manager

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

📋 Description

• Oversee a designated portfolio of enterprise accounts throughout their lifecycle, from implementation and adoption to value realization and renewal.

• Enhance customer engagement, satisfaction, retention, utilization, adoption, and measurable value from Quest solutions.

• Cultivate relationships with key stakeholders at customer organizations through consistent check-ins.

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

• Collaborate with customers to devise joint success plans, maintaining a comprehensive understanding of their operations.

• Analyze customer analytics and KPIs to reinforce the value of solutions, enhance customer experience, and optimize offerings.

• Conduct Executive Business Reviews alongside Account Management to showcase impact, value delivered, and potential growth opportunities.

• Provide exceptional customer experiences while identifying cross-sell and upsell opportunities.

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

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

• Serve as an escalation point for significant customer issues and ensure prompt resolution.

• Implement scalable customer success programs and enhance processes.

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

• Assist with renewal contracting processes.

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

⛳️ Requirements

• A minimum of 3 years of experience in a customer success role that focuses on driving 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 the business owner and senior executive levels.

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

• Capability to manage both internal and external escalations effectively.

• Outstanding communication and relationship-building skills.

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

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

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

• Demonstrated success as a trusted advisor to senior executives in large organizations, with the ability to develop success plans.

• Knowledge of value realization and revenue generation principles.

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

• Must reside within the United States.

• Experience in transformational Customer Success projects or initiatives transitioning from on-premise to SaaS is beneficial.

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

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

• Proficient in CRM systems such as Salesforce.

• Familiarity with AI prompting and the use of AI tools to streamline processes.

🏝️ Benefits

• Competitive pay.

• Annual bonuses.

• Recognition for top performers.

• Comprehensive health benefits.

• Family benefits.

• Retirement benefits.

• Flexible work options.

• Generous PTO.

• Wellness programs.

• Opportunities for professional growth through learning platforms.

• Mentorship programs.

• Leadership development programs.

• Inclusive team environments.

• Employee Resource Groups.

• Support from the Equality & Inclusion Council.