Customer Success Manager - Strategic

About the position

The Customer Success Organization focuses on our most strategic customers. As a Strategic 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 lifecycle—from deployment and adoption through value realization and renewal—ensuring 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 renewal contracting processes and are expected to stay informed on Quest’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings.

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

Responsibilities

• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions
• Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders
• Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge, and offers a premium customer experience
• Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.
• 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.

Requirements

• Minimum of 6 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
• Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
• Ability to manage executive relationships and discussions (VP/CxO)
• Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience
• Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs to promote adoption in CS and across the company
• Excellent organizational skills and ability to establish milestones and keep success plans on task.
• Adept at handling internal and external escalations.
• Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers.
• Experience in leading, adopting, and driving change internally or externally.
• Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
• Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
• An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage.
• French speaking/writing REQUIRED

Nice-to-haves

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

Benefits

• 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.