Manager, Customer Success
Cork, County Cork, Ireland · Full Time
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- Experience
- 5+ yrs
- Salary
- EUR 74,320 / year
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
About Quest Software and the Role
Quest Software establishes the cornerstone for enterprise AI by delivering solutions in data governance, cybersecurity, and platform modernization. Trusted by over 45,000 companies—including 90% of the Fortune 500—Quest addresses critical business challenges. As the Manager of Customer Success based in Cork, Ireland, you will oversee a team of Customer Success Managers dedicated to empowering customers to realize full value from Quest's solutions. Your responsibilities include managing team effectiveness, driving customer retention and satisfaction, and promoting a culture of accountability and collaboration.
Key Responsibilities
- Provide leadership, coaching, and development opportunities to a team of Customer Success Managers, fostering their growth and performance.
- Ensure team delivers key customer outcomes such as adoption, retention, satisfaction, and value realization.
- Develop customer engagement strategies, including Success Plans and Executive Business Reviews, to consistently deliver value.
- Continuously monitor customer health and potential business risks, handling escalations and implementing risk mitigation as necessary.
- Collaborate extensively with Sales, Renewals, Product, and Support teams to ensure a unified, high-quality customer experience and identify growth opportunities.
- Enhance team operations by implementing scalable processes, adopting best practices, and striving for operational excellence.
- Promote a customer-centric environment emphasizing accountability, collaboration, and measurable outcomes.
Qualifications
- Minimum 3 years managing people in Customer Success or customer-facing roles.
- At least 5 years' experience in Customer Success, Account Management, Technical Account Management or comparable SaaS customer-facing roles.
- Proven track record in driving adoption, retention, and business value in enterprise software settings.
- Skilled in coaching and developing high-performing teams in dynamic environments.
- Experience managing executive-level relationships and handling complex customer situations.
- Strong communication, stakeholder engagement, and problem-solving capabilities.
- Competent in handling customer escalations and leading cross-functional collaboration.
- Familiarity with Customer Success and CRM tools such as Gainsight and Salesforce.
Desirable Skills
- Experience managing Customer Success teams specifically in B2B SaaS contexts.
- Background supporting digital transformation or migration efforts, especially moving from on-premises to SaaS platforms.
- Understanding of enterprise IT domains including identity management, security, or platform administration solutions.
- Utilization of AI-driven tools to enhance productivity and customer engagement.
Compensation and Compliance
In line with the EU Pay Transparency Directive, the base salary for this position starts at EUR 74,320 per year, with actual compensation dependent on qualifications, experience, and performance. The role also qualifies for commission under a formal corporate compensation plan. Benefits vary by country.
Equal Opportunity and Safety
Quest Software is committed to equal employment opportunity, ensuring a workplace free from discrimination and harassment of all kinds. Employment decisions are based on business needs and qualifications without regard to protected characteristics. The company strongly encourages applications from candidates of all backgrounds and ages.
Additional Information
Candidates should beware of fraudulent job offers and only apply via official corporate channels. Quest does not use text messaging or third-party messaging apps for recruitment communication.