Customer Success Manager

Overview

Quest Software, a trusted provider to over 45,000 companies including 90% of the Fortune 500, specializes in data governance, cybersecurity, and platform modernization to enable enterprise AI readiness. The company supports organizations in securing identities, modernizing platforms, and preparing data to unlock their full potential.

The Customer Success Manager role based in Cork, Ireland, involves leading a team of Strategic & Enterprise Customer Success Managers responsible for key accounts. This leadership role focuses on ensuring excellent customer engagement, managing escalations, achieving business objectives, and collaborating with cross-functional teams including Sales, Renewals, Product, and Support for cohesive strategy and continuous enhancement.

Key Responsibilities

• Lead and mentor a team to deliver consistent, high-quality customer experiences through coaching, feedback, and career development.
• Develop a culture promoting accountability, professional growth, and customer-centric approaches.
• Design onboarding and continuous training programs to enhance team skills.
• Manage strategic goals and KPIs related to adoption, retention, value realization, and customer health.
• Guide the preparation and execution of Success Plans and Executive Business Reviews.
• Oversee engagement with significant customers to ensure value delivery and mitigate risks.
• Track and report on critical metrics such as renewal rates, gross/net revenue retention, customer satisfaction, and CSQL generation.
• Promote the use of tools like Gainsight, Gong, Aviso, and Salesforce for monitoring engagement and customer health.
• Lead initiatives to improve Customer Success processes and efficiencies.
• Act as a point of escalation to resolve critical customer issues promptly.
• Collaborate extensively with Sales, Support, Product Management, and Renewals to align account strategies and address customer needs.
• Partner with broader account teams on expansion opportunities and coordinated planning.
• Provide customer feedback and insights to influence product roadmaps and innovation.

Candidate Qualifications

• A Bachelor’s or Master’s degree or equivalent experience is required.
• Minimum five years managing or leading Customer Success teams in enterprise SaaS environments.
• Proven ability to develop executive-level relationships, including with VP and CxO stakeholders.
• Experienced in coaching on customer engagement and driving measurable customer value.
• Adept at evaluating customer health, recognizing risks, and devising mitigation strategies.
• Successfully contributed to expansion deals alongside account teams to grow existing business.
• Demonstrated knowledge of enterprise IT, including Microsoft technologies like Active Directory and Entra ID, and SaaS transformation initiatives.
• Strong communication, interpersonal, and conflict resolution abilities.
• Proficient with Customer Success software tools such as Gainsight, Gong, Aviso, and CRM systems like Salesforce.

Preferred Experience

• Engagement in transformational Customer Success projects, especially those involving transitions from On-Premise to SaaS models.
• Prior experience in B2B software Customer Success roles.
• Knowledge of AI technologies and their application to optimize Customer Success operations.

Compensation and Compliance

The annual starting salary for this role is EUR 74,320, subject to variation based on qualifications, experience, and performance. Commission or bonuses depend on the corporate compensation plan. Benefits are provided based on applicable country regulations.

Diversity and Inclusion

Quest Software is dedicated to equal employment opportunities and maintaining a workplace free of discrimination or harassment. Employment decisions are made purely on business needs and individual qualifications without bias toward any protected characteristic. The company actively encourages applicants from diverse backgrounds and age groups.