Proven track record in customer engagement strategies
Skilled in assessing customer health and risk mitigation
Experience in driving expansion deals with Account Teams
Familiarity with enterprise IT and SaaS transformation
Exceptional communication and conflict resolution abilities
Proficient with Customer Success tools and Salesforce
Responsibilities
Lead and mentor a team of Customer Success Managers
Provide coaching and career development plans for the team
Create programs to enhance team capabilities
Manage team performance against strategic goals
Guide the creation of customer Success Plans and EBRs
Monitor KPIs for customer satisfaction and renewal rates
Collaborate cross-functionally to align on account strategies
Benefits
In-office role in the Domain area of Austin
Opportunities for professional development
Supportive company culture focused on customer success
Access to leading Customer Success tools and resources
Engagement in transformational projects with cutting-edge technologies
Full Job Description
Overview
As the Customer Success Manager, you will be accountable for the performance, engagement, and professional development of a team of Strategic & Enterprise Customer Success Managers 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.
Responsibilities
Team Leadership and Development
Lead, mentor, and support a team of Strategic & Enterprise 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
Manage the team to strategic goals and KPIs 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 value realization, risk mitigation, and long-term success.
Operational Excellence
Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation.
Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business.
Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.
Cross-functional Collaboration
Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.
Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning.
Surface product feedback and customer insights to influence roadmap prioritization and innovation.
Qualifications
Minimum of 5 years of experience managing or leading a team in Customer Success.
Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment (required).
Proven ability to manage executive-level relationships, including VP/CxO stakeholders.
Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
Proficient in assessing customer health, identifying risk, and building risk mitigation plans.
Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts.
Familiarity with enterprise IT environments, particularly Microsoft, Active Directory, Entra ID, and/or SaaS transformation.
Exceptional communication, interpersonal, and conflict resolution skills.
Experience with Customer Success tools (Gainsight, Gong, Aviso) and Salesforce CRM required.
Preferences
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.
Knowledge of AI tools and practices to streamline Customer Success operations.
Join us in delivering exceptional customer outcomes while growing and leading an outstanding Customer Success team!
About Clearlake Capital Group
Capital Group is an American financial services company. It ranks among the world's oldest and largest investment management organizations, with over $2.6 trillion in assets under management. Founded in Los Angeles, California in 1931, it is privately held and has offices around the globe in the Americas, Asia, Australia and Europe.
Capital offers a range of products focused on active management, including more than 40 mutual funds through its subsidiary, American Funds Distributors, as well as separately managed accounts, private equity, investment services for high net worth investors in the U.S., and a range of other offerings for institutional clients and individual investors globally.
