Manager Customer Success

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.

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.

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