Erwin by Quest
Customer Success Manager
At Quest Software, our mission is to enable customers to unlock value from all their data by delivering AI and data solutions that de-risk AI adoption and maximize the return on that data. We do this by providing integrated capabilities across the data management lifecycle to help data and IT leadership accelerate and advance their data and AI initiatives. This portfolio spans metadata management, data operations, and infrastructure solutions. The Customer Success Organization focuses on our most strategic customers. As a 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 lifecyclefrom deployment and adoption through value realization and renewalensuring 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 the renewal contracting processes and are expected to stay informed on Quest's evolving product portfolio, demonstrating the ability to learn and communicate the value of new offerings quickly. Above all, this role is accountable for retentionsustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn. This is an in-office-based role located in Austin, TX area. Responsibilities
Proactively manages named accounts and be accountable for engagement and satisfaction over the lifetime of the customer. Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns. Develops and maintains strategic Success Plans that align to 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 opportunities for growth. 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; log risks and opportunities in CRM and trigger 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 issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution. Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience. Qualifications
Minimum of 3 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption. Minimum of 3 years of experience in customer management within AI and data solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels. Excellent organizational skills and ability to establish milestones and keep success plans on task. Adept at handling internal and external escalations. Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers. Experience in leading, adopting and driving change internally or externally. Experience in 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. An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage. What Will Make You Stand Out Experience in transformational Customer Success projects or experience where products shift from On-Premise to subscription or SaaS. Previous Customer Success experience in a company with B2B Software. Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes. Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
At Quest Software, our mission is to enable customers to unlock value from all their data by delivering AI and data solutions that de-risk AI adoption and maximize the return on that data. We do this by providing integrated capabilities across the data management lifecycle to help data and IT leadership accelerate and advance their data and AI initiatives. This portfolio spans metadata management, data operations, and infrastructure solutions. The Customer Success Organization focuses on our most strategic customers. As a 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 lifecyclefrom deployment and adoption through value realization and renewalensuring 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 the renewal contracting processes and are expected to stay informed on Quest's evolving product portfolio, demonstrating the ability to learn and communicate the value of new offerings quickly. Above all, this role is accountable for retentionsustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn. This is an in-office-based role located in Austin, TX area. Responsibilities
Proactively manages named accounts and be accountable for engagement and satisfaction over the lifetime of the customer. Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns. Develops and maintains strategic Success Plans that align to 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 opportunities for growth. 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; log risks and opportunities in CRM and trigger 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 issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution. Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience. Qualifications
Minimum of 3 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption. Minimum of 3 years of experience in customer management within AI and data solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels. Excellent organizational skills and ability to establish milestones and keep success plans on task. Adept at handling internal and external escalations. Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers. Experience in leading, adopting and driving change internally or externally. Experience in 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. An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage. What Will Make You Stand Out Experience in transformational Customer Success projects or experience where products shift from On-Premise to subscription or SaaS. Previous Customer Success experience in a company with B2B Software. Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes. Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.