Customer Success Manager - Strategic

Overview

Quest Software has a two‑pronged mission: helping organizations manage and secure their Microsoft environments and leverage their data effectively.

First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra , and Microsoft 365 environments. They provide critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. This helps global organizations pursue digital transformation in the cloud while still safeguarding their on‑premise Active Directory investments.

Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions. Their goal is to de‑risk AI adoption and maximize data return on investment by offering integrated capabilities across the data management lifecycle, including metadata management, data operations, and infrastructure solutions. This empowers data and IT leadership to accelerate their data and AI initiatives.

Role Summary

The Customer Success Organization focuses on our most strategic customers. As a Strategic Customer Success Manager at Quest, you'll play a pivotal role in ensuring these customers realize maximum value from their investments through comprehensive adoption and value engagements. The CSM will manage a portfolio of accounts and lead engagement throughout the customer lifecycle—from deployment and adoption through value realization and renewal—ensuring satisfaction and long‑term success.

You'll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from Quest solutions. You'll also surface Customer Success Qualified Leads (CSQLs) and coordinate with Account Management for follow‑up. CSMs support renewal contracting processes and are expected to stay informed on Quest's evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings.

Above all, this role is accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

This position is an in‑office‑based role located in The Domain area of Austin.

-Owns the customer relationship of a global or large‑scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions

-Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders

-Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge, and offer a premium customer experience

-Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics.

-Develops and maintains strategic Success Plans that align with value milestones and customer‑defined business outcomes.

-Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies.

-Monitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution.

-Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities.

-Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross‑sell and upsell of services and products.

-Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks where applicable.

-Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.

-Acts as an escalation point for high‑impact customer…