[Remote] Customer Success Manager - Strategic - German Territory

Note: The job is a remote job and is open to candidates in USA. Quest Software is focused on helping organizations manage and secure their Microsoft environments while leveraging data effectively. As a Strategic Customer Success Manager, you will ensure that customers realize maximum value from their investments and manage a portfolio of accounts throughout the customer lifecycle—from deployment to value realization and renewal.ResponsibilitiesOwns 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 discussionsDevelops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholdersCoaches peers on strategic approaches, provide mentorship for Enterprise CSMs to help them grow their knowledge and provide premium customer experienceIdentifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and delivery to or exceed key customer metricsDevelops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomesPartners 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 technologiesMonitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solutionFacilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growthDelivers 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 productsActively monitors customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicableSupports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignmentActs as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolutionWorks within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experienceSkillsMinimum of 6 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoptionMinimum of 6 years of experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levelsAbility to translate business requirements into business value, and work with sales and marketing to promote value-driven solutionsAbility to manage executive relationships and discussions (VP/CxO)Skilled in bringing in a SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experienceStrong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the companyExcellent organizational skills and ability to establish milestones and keep success plans on taskAdept at handling internal and external escalationsExceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customersExperience in leading, adopting and driving change internally or externallyExperience in identifying, translating and prioritizing customer issues and needs into business or solution requirementsDemonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plansAn understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantageFluency in English (2nd European Language Preferred)Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaSPrevious Customer Success experience in a company with B2B SoftwareProficiency 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 processesBenefitsIf eligible, commission or bonus is governed by a formal corporate plan.Benefit offering is based on a country-by-country basisOur team members’ health and wellness is our priority as well as rewarding them for their hard work.We invest in our people and offer a series of programs that enables them to pursue a career that fulfils their potential.Company OverviewAt Quest Software, we help organizations build modern, trusted foundations for AI. It was founded in 2022, and is headquartered in Aliso Viejo, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.quest.com/.