Customer Success Manager

About the position

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. We are currently looking for a Customer Success Manager to support our business. Quest strives to be the best of the very best in everything we do. We are fanatically customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It's exciting, it's rewarding, it's hard work and offers career and personal growth. This is a unique opportunity to work as part of Quest's Customer Success Organization, to help drive customer retention and value realization. The Customer Success Manager (CSM) is responsible for a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, looking for expansion opportunities, onboarding, knowledge sharing, and minimizing churn. CSMs provide insights on customers-to-business interactions, improve customer experience through account support, and handle customer complaints and requests. Keeps customers informed on the latest information regarding a particular Quest product or set of products. This position is based in our Dublin, OH office, with a requirement to work in the office 3 days a week.

Responsibilities

• Serve as the primary point of contact for a portfolio of customers, building and maintaining strong, long-lasting relationships.
• Understand customers' business objectives and challenges, and work with them to achieve success with our products/services.
• Lead the customer onboarding process, ensuring a smooth and successful implementation.
• Facilitate training and ongoing support to customers, helping them maximize the use and value of our solutions.
• Regularly engage with customers through regular business reviews and other touchpoints to assess satisfaction and identify opportunities for upselling or cross-selling.
• Monitor customer health and proactively address any issues that could lead to dissatisfaction or churn.
• Act as the customer's advocate within Quest, coordinating with internal teams (e.g., support, product, sales) to resolve issues promptly and effectively.
• Collect and relay customer feedback to inform product development and improve the overall customer experience.
• Drive customer retention by ensuring customers see the value in our products/services and renew their contracts.
• Identify and execute on opportunities for account expansion, such as upselling or cross-selling additional products or services.
• Identify and proactively address risk to renewal.
• Prepare and present regular reports to leadership on customer success initiatives and outcomes.
• Act as the escalation point for critical customer issues, working swiftly to address and resolve concerns.

Requirements

• 3+ years experience in Customer Success, Customer Support, Account Management or a related field.
• Associate's degree or equivalent combination of education and experience.
• Proven track record of managing customer relationships and driving retention and growth.
• Exceptional communication skills, highly organized, collaborative, and detail oriented.
• Fluency in English, both oral and written, required.
• Strong problem-solving skills and the ability to handle challenging situations in a professional manner.
• Ability to manage multiple priorities and customers simultaneously in a fast-paced environment.
• A proactive, results-oriented mindset with a focus on continuous improvement.
• Experience in coordinating and collaborating with diverse teams/roles to identify and achieve common goals within defined timeframes.
• Must be able to work in our Dublin, OH office.

Nice-to-haves

• Associate degree.
• Customer Success background.
• Gainsight or Salesforce experience.

Benefits

• Collaborating with dedicated professionals with a passion for technology.
• Opportunities for career growth and personal development.
• Health and wellness programs.
• Rewarding hard work.