Customer Success Manager (Cork, Ireland - Hybrid)

Overview

Customer Success Manager (Cork, Ireland - Hybrid)

Your AI strategy is only as strong as the data behind it. Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies - including 90% of the Fortune 500 - trust Quest to solve their most critical challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

As the Customer Success Manager, you will be accountable for the performance, engagement, and professional development of a team of Strategic & Enterprise Customer Success Managers supporting Quest's most strategic accounts. You will empower the team to deliver superior customer experiences, manage escalations, and drive measurable business outcomes. You'll also serve as a key partner to cross-functional stakeholders across Sales, Renewals, Product, and Support to ensure strategic alignment and continuous improvement.

Responsibilities

Team Leadership and Development

Lead, mentor, and support a team of Strategic & Enterprise Customer Success Managers to deliver consistent and high-quality customer experiences.

Provide regular coaching, performance feedback, and career development planning for each team member.

Foster a culture of accountability, growth, and customer-centric thinking within the team.

Create onboarding and ongoing enablement programs to elevate team capabilities.

Customer Success Strategy and Execution

Manage the team to strategic goals and KPIs for adoption, retention, value realization, and customer health.

Review and guide the creation and execution of customer Success Plans and Executive Business Reviews (EBRs).

Oversee engagement for key customers, ensuring value realization, risk mitigation, and long-term success.

Operational Excellence

Monitor and report on key performance indicators, including renewal rates, GRR/NRR, customer satisfaction, and CSQL generation.

Champion the adoption and utilization of Gainsight, Gong, Aviso, and Salesforce for tracking engagement, customer health, risk, and expansion signals across the team's book of business.

Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.

Serve as an escalation point for critical issues, ensuring swift resolution and customer advocacy.

Cross-functional Collaboration

Work closely with Sales, Support, Product Management, and Renewals to align on account strategies and customer needs.

Partner with the broader Account Team, including Sales and Renewals, on expansion opportunities and coordinated account planning.

Surface product feedback and customer insights to influence roadmap prioritization and innovation.

Qualifications

Bachelor’s or Master’s degree (or equivalent experience)

Minimum of 5 years of experience managing or leading a team in Customer Success.

Minimum of 5 years of professional experience in Customer Success in an enterprise SaaS environment (required).

Proven ability to manage executive-level relationships, including VP/CxO stakeholders.

Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.

Proficient in assessing customer health, identifying risk, and building risk mitigation plans.

Proven ability to drive expansion deals in partnership with the broader Account Team to grow existing accounts.

Familiarity with enterprise IT environments, particularly Microsoft, Active Directory, Entra ID, and/or SaaS transformation.

Exceptional communication, interpersonal, and conflict resolution skills.

Experience with Customer Success tools (Gainsight, Gong, Aviso) and Salesforce CRM required.

Preferences

Experience in transformational Customer Success projects or experience where products shift from On-Premise to SaaS.

Previous Customer Success experience in a company with B2B Software.

Knowledge of AI tools and practices to streamline Customer Success operations.

In compliance with the EU Pay Transparency Directive, the compensation for this role will start from EUR 74,320 annually. Actual compensation will vary based on experience, qualifications, and performance. If eligible, commission or bonus is governed by a formal corporate plan. Benefit offering is based on a country-by-country basis.

At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a truly global team of high-performing, passionate innovators.

Come join us.

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com.

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