Manager Customer Success

Quest Software Canada Inc; Cork; On-site; EUR 80,000 - 100,000; Full time

Job summary

A leading technology company in Cork is seeking a Customer Success People Manager to oversee and drive the performance of a Customer Success team. The ideal candidate will lead team engagement, support strategic accounts, and foster collaboration across departments to enhance customer satisfaction. The role requires strong leadership and communication skills, as well as a proven track record in customer success management. Join us in delivering exceptional customer outcomes while leading a dedicated team.

Benefits

Health and wellness programs

Career development opportunities

Collaborative work environment

Qualifications

• Minimum of 2 years of experience managing a team in Customer Success.
• At least 5 years of professional experience in Customer Success or related fields.
• Proven ability to manage executive-level relationships.

Responsibilities

• Lead and mentor a team of Customer Success Managers.
• Set strategic goals and monitor key performance indicators.
• Collaborate with cross-functional teams for customer needs.

Skills

Team Leadership

Customer Success Management

Communication Skills

Analytical Skills

Conflict Resolution

Tools

Gainsight

Salesforce

Totango

Job description

Overview

Quest Software: Empowering Secure Digital Transformation and Data-Driven Innovation

At Quest Software, our mission is focused on helping organizations thrive in a Microsoft-centric world while unlocking the full potential of their data.

🔐Securing the Microsoft EcosystemWe are the trusted partner for modernizing, protecting, and securing hybrid environments acrossActive Directory,Entra ID, andMicrosoft 365. Fromcybersecurity resilienceandrisk managementtodisaster recoveryandseamless migrations, Quest equips global enterprises to embrace the cloud confidently—without compromising their on-premises investments.

🧠Maximizing Data Value with AI-Ready SolutionsQuest also empowers organizations to turn data into a strategic asset. Our integratedAI and data management solutionshelp de-risk AI adoption and drive ROI across the entire data lifecycle—frommetadata managementanddata operationstoinfrastructure optimization. We enable IT and data leaders to accelerate innovation and make smarter, faster decisions.

Together, these two pillars make Quest Software a catalyst for secure digital transformation and intelligent data use—today and into the future

Role Summary

As the Customer Success People Manager, you will be accountable for the performance, engagement, and professional development of a team of CSMs 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 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

• Set strategic goals and KPIs aligned with company objectives 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 high satisfaction, risk mitigation, and long‑term success.

Operational Excellence

• Monitor and report on key performance indicators, including renewal rates, customer satisfaction, and CSQL generation.
• Champion the adoption and utilization of tools (e.g., Gainsight, Salesforce) for tracking engagement, risks, and success metrics.
• Lead and scale Customer Success initiatives and process improvements to drive team efficiency and effectiveness.
• Serve as an escalation point for critical issues and ensure 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.
• Surface product feedback and customer insights to influence roadmap prioritization and innovation.

Qualifications

• Minimum of 2 years of experience managing or leading a team in Customer Success, Technical Account Management, or a related function.
• At least 5 years of professional experience in Customer Success, account management, technical solution delivery, or enterprise SaaS.
• Proven ability to manage executive‑level relationships, including VP/CxO stakeholders.
• Demonstrated experience coaching teams on customer engagement strategies and driving customer value realization.
• 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 (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce).
• Strong analytical skills with the ability to assess customer health and forecast risk or expansion opportunities.

What will make you stand out

• 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.
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking
• Knowledge of AI tools and practices to streamline Customer Success operations.

Join us in delivering exceptional customer outcomes while growing and leading an outstanding Customer Success team!

Why work with us!

Life at Quest means collaborating with dedicated professionals with a passion for technology.

• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationship.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

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.

Come join us. For more information, visit us on the web at Quest Careers | Where next meets now. Join Quest.

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 or @oneidentity.com