Enterprise Customer Success Manager

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

📋 Description

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

• Enhance customer satisfaction, involvement, product usage, retention, and long-term success.

• Cultivate relationships with primary customer stakeholders through regular interactions.

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

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

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

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

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

• Monitor engagement indicators and sentiment, document risks and opportunities in CRM, and initiate internal playbooks.

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

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

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

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

• Assist with renewal contracting processes and stay informed about 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, concentrating on growth, adoption, retention, and problem 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.

• Exceptional communication skills and the ability to nurture positive business relationships.

• Comfortable facilitating change and responsible for driving customer success.

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

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

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

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

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

• Must reside within the United States.

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

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

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

• Proficiency in CRM systems like Salesforce.

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

🏝️ Benefits

• Competitive compensation.

• Annual performance bonuses.

• Recognition for top performers.

• Comprehensive health insurance benefits.

• Family-oriented benefits.

• Retirement savings benefits.

• Flexible working arrangements.

• Generous paid time off (PTO).

• Wellness initiatives.

• Opportunities for professional growth through educational platforms.

• Mentorship programs.

• Leadership development initiatives.

• Employee Resource Groups.

• Support from the Equality & Inclusion Council.