Enterprise Customer Success Manager (Chicago - Remote)

Quest Software • Remote, IL

5d • Remote

About The Position

Quest Software is an IT management software provider focused on simplifying IT management and strengthening cybersecurity resilience. The Enterprise Customer Success Manager manages a portfolio of accounts and guides customers throughout the lifecycle, from deployment and adoption through value realization and renewal. The role ensures customers achieve their goals and measurable value from Quest solutions through consistent engagement, adoption and value initiatives, and support for renewal contracting. The CSM also identifies Customer Success Qualified Leads and coordinates follow-up with Account Management, while staying current on Quest’s evolving product portfolio and communicating the value of new offerings.

The position is accountable for retention, business growth, and profitability by maximizing customer value, driving usage and adoption, supporting services, and reducing churn. It is remote and based in Chicago, Illinois.

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, focusing on growth, adoption, retention, and issue resolution at business-owner and senior-executive levels.
• Excellent organizational skills and ability to establish milestones and keep Success Plans on track.
• Ability to handle internal and external escalations.
• Exceptional communication and relationship-building skills, with comfort facilitating change and being accountable for 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 as a trusted advisor to senior executives in large organizations and ability to build Success Plans.
• Ability to work remotely from Chicago, Illinois, USA.

Nice To Haves

• Understanding 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-premises 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 leveraging AI tools to streamline processes.

Responsibilities

• Proactively manage named accounts and remain accountable for engagement and satisfaction throughout the customer relationship.
• Build relationships with key customer stakeholders and hold regular check-ins to understand and address 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 an understanding of their business to drive satisfaction, engagement, and adoption of Quest technologies.
• Monitor customer analytics and KPIs to reinforce solution value, identify customer-experience improvements, and optimize the solution.
• Facilitate Executive Business Reviews with Account Management, using Success Plans and business cases to demonstrate impact, delivered value, and growth opportunities.
• Deliver an outstanding 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 applicable.
• Collaborate with Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
• Act as an escalation point for high-impact customer issues when necessary and engage appropriate Quest teams to resolve them quickly.
• Work with the wider CSM team on scalable programs and process improvements that increase efficiency and improve the 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 and new offerings.

Benefits

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous paid time off, 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