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!
