Customer Success Manager-Data

Customer Success Manager

At Quest Software, our mission is to enable customers to unlock value from all their data by delivering AI and data solutions that de-risk AI adoption and maximize the return on that data. We do this by providing integrated capabilities across the data management lifecycle to help data and IT leadership accelerate and advance their data and AI initiatives. This portfolio spans metadata management, data operations, and infrastructure solutions.

The Customer Success Organization focuses on our most strategic customers. As a Customer Success Manager at Quest, you'll play a pivotal role in ensuring these customers realize maximum value from their investments through comprehensive adoption and value engagements. The CSM will manage a portfolio of accounts and lead engagement throughout the customer lifecyclefrom deployment and adoption through value realization and renewalensuring satisfaction and long-term success.

You'll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions. You'll also surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow-up. CSMs support the renewal contracting processes and are expected to stay informed on Quest's evolving product portfolio, demonstrating the ability to learn and communicate the value of new offerings quickly.

Above all, this role is accountable for retentionsustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

This is an in-office-based role located in Austin, TX.

Responsibilities

• Pro-actively manages named accounts and is accountable for engagement and satisfaction over the lifetime of the customer.
• Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
• Develops and maintains strategic Success Plans that align with value milestones and customer-defined business outcomes.
• Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies.
• Monitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution.
• Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities.
• Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products.
• Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks where applicable.
• Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
• Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution.
• Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

Qualifications

What We're Looking For

What Will Make You Stand Out

Company Overview

Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companiesincluding 90% of the Fortune 500trust 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 :

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 Quest Careers | Where Next Meets Now. Join Quest.

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