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Manager Customer Success

Manager Customer Success

Erwin by QuestAustin, TX, US
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Customer Success People Manager

Quest Software has a two-pronged mission focused on helping organizations manage and secure their Microsoft environments and leverage their data effectively.

First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra ID, and Microsoft 365 environments. They provide critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. This helps global organizations pursue digital transformation in the cloud while still safeguarding their on-premise Active Directory investments.

Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions. Their goal is to de-risk AI adoption and maximize data return on investment by offering integrated capabilities across the data management lifecycle, including metadata management, data operations, and infrastructure solutions. This empowers data and IT leadership to accelerate their data and AI initiatives.

Role Summary

As the Customer Success People Manager, you will be accountable for the performance, engagement, and professional development of a team of CSMs supporting Quest's most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes. You'll also serve as a key partner to cross-functional stakeholders across Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement.

This position is an in-office-based role located in The Domain area of Austin.

Responsibilities

Team Leadership and Development

  • Lead, mentor, and support a team of Customer Success Managers to deliver consistent and high-quality customer experiences.
  • Provide regular coaching, performance feedback, and career development planning for each team member.
  • Foster a culture of accountability, growth, and customer-centric thinking within the team.
  • Create onboarding and ongoing enablement programs to elevate team capabilities.

Customer Success Strategy and Execution

  • Set strategic goals and KPIs aligned with company objectives for adoption, retention, value realization, and customer health.
  • Review and guide the creation and execution of customer Success Plans and Executive Business Reviews (EBRs).
  • Oversee engagement for key customers, ensuring high satisfaction, risk mitigation, and long-term success.

    • Operational Excellence

  • Monitor and report on key performance indicators, including renewal rates, customer satisfaction, and CSQL generation.
  • Champion the adoption and utilization of tools (e.g., Gainsight, Salesforce) for tracking engagement, risks, and success metrics.
  • Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
  • Serve as an escalation point for critical issues and ensure swift resolution and customer advocacy.

    • Cross-functional Collaboration

  • Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.
  • Surface product feedback and customer insights to influence roadmap prioritization and innovation.

    • Qualifications

  • Minimum of 2 years of experience managing or leading a team in Customer Success, Technical Account Management, or a related function.
  • At least 5 years of professional experience in Customer Success, account management, technical solution delivery, or enterprise SaaS.
  • Proven ability to manage executive-level relationships, including VP / CxO stakeholders.
  • Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
  • Familiarity with enterprise IT environments, particularly Microsoft, Active Directory, Entra ID, and / or SaaS transformation.
  • Exceptional communication, interpersonal, and conflict resolution skills.
  • Experience with customer success tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce).
  • Strong analytical skills with the ability to assess customer health and forecast risk or expansion opportunities.

    • What will make you stand out

  • Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaS
  • Previous Customer Success experience in a company with B2B Software.
  • Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking
  • Knowledge of AI tools and practices to streamline Customer Success operations.

    • Join us in delivering exceptional customer outcomes while growing and leading an outstanding Customer Success team!

    Company Overview

    Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies including 90% of the Fortune 500 trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

    Why Quest

    At Quest, your work makes an impact. You'll help organizations get AI-ready while building your career with a global team of innovators. We offer :

  • Competitive pay, annual bonuses, and top-performer recognition.
  • Comprehensive health, family, and retirement benefits.
  • Flexible work options, generous PTO, and wellness programs.
  • Professional growth through learning platforms, mentorship, and leadership programs.
  • Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

    • Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Come join us. For more information, visit us on the web at http : / / www.quest.com / careers.

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    Customer Manager • Austin, TX, US