Customer Success Manager, Enterprise SaaS & AI
Overview
You will own the performance, engagement, and development of a team of Strategic and Enterprise Customer Success Managers supporting Quest Software's most strategic accounts. Your team drives adoption, retention, and measurable business outcomes for 45,000+ companies, including 90% of the Fortune 500. Reporting into the Domain area of Austin, you will partner with Sales, Renewals, Product, and Support to align strategy and ensure seamless execution. This role is distinct because you will directly shape the customer success function for enterprise AI data governance and cybersecurity solutions.
What You'll Do10
- 1Lead, mentor, and support a team of Strategic and Enterprise Customer Success Managers, driving consistent, high-quality customer experiences.
- 2Coach each team member with regular performance feedback and career development planning, fostering accountability and customer-centric thinking.
- 3Design and deliver onboarding and ongoing enablement programs to elevate team capabilities with Gainsight, Gong, Aviso, and Salesforce.
- 4Drive team execution against strategic goals and KPIs for adoption, retention, value realization, and customer health.
- 5Guide the creation and execution of Customer Success Plans and Executive Business Reviews (EBRs) for key accounts.
- 6Monitor and report on renewal rates, GRR/NRR, CSAT, and CSQL generation, championing adoption of Gainsight and Salesforce for tracking.
- 7Scale Customer Success initiatives and process improvements to boost team efficiency and effectiveness.
- 8Serve as escalation point for critical issues, ensuring swift resolution and customer advocacy.
- 9Partner with Sales and Renewals on expansion opportunities and coordinated account planning.
- 10Surface product feedback and customer insights to influence roadmap prioritization and innovation.
Requirements10
- 15+ years managing or leading a Customer Success team.
- 25+ years in Customer Success in an enterprise SaaS environment.
- 3Proven ability to manage executive-level relationships, including VP/CxO stakeholders.
- 4Demonstrated experience coaching teams on customer engagement strategies and driving value realization.
- 5Skilled in assessing customer health, identifying risk, and building risk mitigation plans.
- 6Track record of driving expansion deals in partnership with Account Teams.
- 7Familiarity with enterprise IT environments, including Microsoft, Active Directory, Entra ID, and SaaS transformation.
- 8Exceptional communication, interpersonal, and conflict resolution skills.
- 9Experience with Customer Success tools (Gainsight, Gong, Aviso) and Salesforce CRM required.
- 10Preference for experience in transformational CS projects or with on-premise to SaaS shifts.
Salary Insight
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