Enterprise Customer Success Manager (Boston - Remote)

Quest Software • Remote, MA

5d • Remote

About The Position

Quest Software is seeking an Enterprise Customer Success Manager to help customers realize maximum value from their investments through adoption and value engagements. The role manages a portfolio of accounts across the customer lifecycle, from deployment and adoption through value realization and renewal, with accountability for satisfaction, retention, usage, and long-term customer success. The CSM identifies Customer Success Qualified Leads and coordinates follow-up with Account Management, supports renewal contracting, and learns and communicates the value of Quest’s evolving product portfolio. This is a remote position based in Boston, Massachusetts, USA.

Requirements

• At least 3 years of experience in a customer success role driving customer success and product or service adoption.
• At least 3 years of customer management experience with platform management and security solutions, focused on growth, adoption, retention, and issue resolution at business-owner and senior-executive levels.
• Excellent organizational skills, including the ability to establish milestones and keep success plans on track.
• Ability to handle internal and external escalations.
• Exceptional communication and relationship-building skills, comfort facilitating change, and accountability for driving customer success.
• Experience leading, adopting, and driving change internally or externally.
• Experience identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
• Demonstrated success serving as a trusted advisor to senior executives in large organizations and building success plans.
• Must be able to work remotely from Boston, Massachusetts, USA.

Nice To Haves

• Understanding of how organizations measure value realization and drive revenue; experience with recurring-revenue sales models and renewal processes is an advantage.
• Experience in transformational Customer Success projects or with products shifting from on-premise to SaaS.
• Previous Customer Success experience at a B2B software company.
• Proficiency with customer success tools such as Gainsight or Totango and CRM systems such as Salesforce for managing customer health, success plans, and engagement tracking.
• Experience with AI prompting and using AI tools to streamline processes.

Responsibilities

• Proactively manage named accounts and remain accountable for customer engagement and satisfaction throughout the customer lifecycle.
• Build relationships with key customer stakeholders and conduct regular check-ins to understand and address their needs and concerns.
• Develop and maintain strategic Success Plans aligned with value milestones and customer-defined business outcomes.
• Partner with customers on joint success plans and maintain a detailed understanding of their businesses to support satisfaction, engagement, and adoption of Quest technologies.
• Monitor customer analytics and KPIs to reinforce solution value, identify experience improvements, and optimize solutions.
• Facilitate Executive Business Reviews with Account Management, using Success Plans and business cases to demonstrate impact, delivered value, and growth opportunities.
• Deliver a strong customer experience and identify opportunities to cross-sell and upsell products and services.
• Monitor customer engagement signals and sentiment, record risks and opportunities in CRM, and trigger internal playbooks where appropriate.
• Collaborate with Sales, Support, Product, Renewals, and Professional Services to maintain continuity and strategic alignment.
• Act as an escalation point for high-impact customer issues and engage appropriate Quest teams to resolve them quickly.
• Work with the broader CSM team on scalable programs and process improvements that improve efficiency and customer experience.
• Surface Customer Success Qualified Leads and coordinate follow-up with Account Management.
• Support renewal contracting processes and stay informed about Quest’s product portfolio, learning and communicating the value of new offerings.

Benefits

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams supported by Employee Resource Groups and an Equality & Inclusion Council.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed