211 Customer Success jobs in Austin

CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.

With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.

Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!

We're looking for a strategic and results-driven Manager of Customer Success to lead and scale a team of CSMs supporting our Commercial (SMB and Mid-Market) customers. This role is pivotal in driving value, retention, and growth through a tech-touch and digitally scaled CS strategy. You'll lead a high-performing team managing large books of business efficiently, while shaping the future of our digital-first customer engagement model.

The ideal candidate brings deep experience in scaled CS motions, fluency with tools like ChurnZero, and a passion for operationalizing impactful, tech-enabled customer experiences. You'll work cross-functionally with Sales, Marketing, Product, Operations, and Professional Services to deliver a seamless and unified customer journey.

This is an opportunity to help scale a Customer Success function during a pivotal growth phase, build a modern CS motion from the ground up, and join a collaborative, mission-driven team obsessed with customer impact.

• Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving satisfaction, adoption, retention, and growth.
• Build a culture of accountability and continuous improvement through targeted coaching, performance feedback, and career development.
• Champion a collaborative, customer-obsessed mindset grounded in CS best practices.

• Design and optimize scalable playbooks across all lifecycle phasesonboarding, adoption, renewal, and expansionto ensure consistent, high-impact engagement.
• Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions.
• Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies.
• Partner cross-functionally with Product, Sales, Marketing, Ops, and Professional Services to align on strategy and elevate the customer journey.
• Work closely with CS Operations to enhance segmentation models, define lifecycle trigger logic, and improve the precision of automated communications.
• Provide structured customer feedback to influence product direction and go-to-market alignment.

• Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes.
• Monitor key customer success metricsincluding adoption, retention, expansion, and churn risk signalsand implement strategies to improve outcomes and operational efficiency.
• Partner with CSMs on strategic engagement for at-risk customers, ensuring timely intervention and resolution.

• Act as an escalation point for priority accounts, resolving escalations with urgency and empathy.
• Leverage customer insights and health signals to guide proactive engagement strategies and ensure early intervention.
• Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy.

• Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers.
• Proven success leading tech-touch and digital CS programs; experience with ChurnZero or similar CSPs strongly preferred.
• Scaled CS: Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50200 accounts per CSM). Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems.
• Analytical Abilities: Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance.
• Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product.
• Leadership: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture.
• Communication: Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels.
• Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey.
• Industry Knowledge: Experience in sales planning, incentive compensation management or adjacent industries is a plus but not required.

• Only emails from @captivateiq.com should be trusted.
We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:
• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that we'll only ask for more sensitive personal information in connection with background checks after an offer is made.

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• Annual stipends for professional development and caretaking
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

$143,000 - $183,000 a year

The OTE range represents the minimum and maximum of the OTE range for this position. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE is just one component of CaptivateIQ's competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Description

About SurePoint

SurePoint Technologies delivers award-winning software that helps mid-sized law firms boost efficiency and maximize financial performance. Our cloud-based solutions connect client management, practice management, and financial systems to improve efficiency and collaboration.

With over 40 years in legal tech and a team of CPAs, former lawyers, and top engineers, we understand what law firms need to thrive. Were passionate about building tools that reduce administrative work so our customers can focus on what matters most: serving their clients.

Job Overview:

As a Customer Success Manager, your primary responsibility will be to cultivate and maintain strong relationships with our valued clients. You will serve as an account main point of contact, ensuring your clients needs, expectations, and goals are met. Your role will involve understanding the clients' business, providing guidance on how our products or services can best meet their objectives, drive adoption and consistently delivering exceptional customer experiences. This position will report to our VP, Customer Growth.

Key Responsibilities

• Be a trusted advisor through the onboarding phase, ensuring client understands the softwares features and how we may customize for their needs
• Conduct webinars, process audits and workshops to help clients make the most of the softwares capabilities
• Proactively engage with clients through regular check-ins, ensuring their needs are met and identifying opportunities for upsell, cross-sell and professional services to drive additional revenue for SurePoint.
• Monitor client health metrics, including but not limited to product adoption, usage patterns, and client feedback, to assess satisfaction and identify potential risks/issues
• Serve as a point of contact for clients, handling escalations and coordinating with other teams within the organization to address complex issues.
• Maintain pulse of the customer base and industry through customer interviews, user group meetings and other engagements.
• Act as a client advocate within the company, conveying customer feedback, suggestions, and concerns to relevant teams to drive product/service improvements.
• Work with the Account Managers on account plans to retain clients and reduce churn.

Qualifications:

• Experience working with brand image and promoting value through customer experience
• Experience working with SaaS solutions
• Demonstrated ability to communicate and influence credibly and effectively at all levels of the organization
• Strong strategic thinking, problem-solving, and decision-making skills.
• Excellent communication, conflict management and interpersonal skills.
• Proficiency in SFDC and other sales and operations tools to manage leads, product items, and customer interactions.
• Travel to client locations as needed for in-person meetings, presentations, and relationship-building activities

At SurePoint, we know our people are our greatest strength. Thats why we offer a comprehensive total rewards package and were always evolving our benefits to support employee needs at every stage of life and career.

Benefits Include

• Health Insurance (medical, dental, vision)
• Flexible Spending Accounts
• Life, Short-term and Long-term Disability Insurance (employer paid)
• Health Savings Accounts
• Wellbeing Benefits
• 401K (immediately vested, employer match)
• Paid Time Off (Flexible PTO, holidays)
• Employee Assistance Program
• Summer Flex Fridays

To learn more about SurePoint and our products, visit our corporate web site at and follow us on LinkedIn, Facebook and Twitter.

SurePoint is proud to be an Equal Opportunity Employer. All applicants will be considered without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, physical or mental disability, veteran status, medical condition, or any other classification protected by law.

CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.

With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.

Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!

About the Role

Were looking for a strategic and results-driven Manager of Customer Success to lead and scale a team of CSMs supporting our Commercial (SMB and Mid-Market) customers. This role is pivotal in driving value, retention, and growth through a tech-touch and digitally scaled CS strategy. You'll lead a high-performing team managing large books of business efficiently, while shaping the future of our digital-first customer engagement model.

The ideal candidate brings deep experience in scaled CS motions, fluency with tools like ChurnZero, and a passion for operationalizing impactful, tech-enabled customer experiences. Youll work cross-functionally with Sales, Marketing, Product, Operations, and Professional Services to deliver a seamless and unified customer journey.

This is an opportunity to help scale a Customer Success function during a pivotal growth phase, build a modern CS motion from the ground up, and join a collaborative, mission-driven team obsessed with customer impact.

• Lead, coach, and inspire a team of 5 high-performing CSMs managing Commercial (SMB and Mid-Market) portfolios, driving satisfaction, adoption, retention, and growth.
• Build a culture of accountability and continuous improvement through targeted coaching, performance feedback, and career development.
• Champion a collaborative, customer-obsessed mindset grounded in CS best practices.

• Design and optimize scalable playbooks across all lifecycle phasesonboarding, adoption, renewal, and expansionto ensure consistent, high-impact engagement.
• Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions.
• Deliver increased product adoption and customer value realization, focusing on driving measurable outcomes and operational efficiencies.
• Partner cross-functionally with Product, Sales, Marketing, Ops, and Professional Services to align on strategy and elevate the customer journey.
• Work closely with CS Operations to enhance segmentation models, define lifecycle trigger logic, and improve the precision of automated communications.
• Provide structured customer feedback to influence product direction and go-to-market alignment.

• Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes.
• Monitor key customer success metricsincluding adoption, retention, expansion, and churn risk signalsand implement strategies to improve outcomes and operational efficiency.
• Partner with CSMs on strategic engagement for at-risk customers, ensuring timely intervention and resolution.

• Act as an escalation point for priority accounts, resolving escalations with urgency and empathy.
• Leverage customer insights and health signals to guide proactive engagement strategies and ensure early intervention.
• Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy.

• Experience: 8+ years in customer success, account management, or client-facing roles within a SaaS environment, with at least 3+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers.
• Proven success leading tech-touch and digital CS programs; experience with ChurnZero or similar CSPs strongly preferred.
• Scaled CS: Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50200 accounts per CSM). Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems.
• Analytical Abilities: Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance.
• Customer-Centric Mindset: Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product.
• Leadership: Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture.
• Communication: Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels.
• Cross-Functional Collaboration: Demonstrated success in working cross-functionally with Sales & Marketing, Product, Operations and Professional Services to enhance the customer journey.
• Industry Knowledge: Experience in sales planning, incentive compensation management or adjacent industries is a plus but not required.

• Only emails from @captivateiq.com should be trusted.

• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that well only ask for more sensitive personal information in connection with background checks after an offer is made.

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• Annual stipends for professional development and caretaking
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States

Quest Software has a two-pronged mission focused on helping organizations manage and secure their Microsoft environments and leverage their data effectively.

First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra ID, and Microsoft 365 environments. They provide critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. This helps global organizations pursue digital transformation in the cloud while still safeguarding their on-premise Active Directory investments.

Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions. Their goal is to de-risk AI adoption and maximize data return on investment by offering integrated capabilities across the data management lifecycle, including metadata management, data operations, and infrastructure solutions. This empowers data and IT leadership to accelerate their data and AI initiatives.

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

This position is an in-office-based role located in the Domain area of Austin.

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.

- 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.

• 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!

Company Description At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.Were not the company that makes big promises. Were the company that fulfills them.Were Quest: Where Next Meets Now.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 Software has a two-pronged mission focused on helping organizations manage and secure their Microsoft environments and leverage their data effectively.

First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra ID, and Microsoft 365 environments. They provide critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. This helps global organizations pursue digital transformation in the cloud while still safeguarding their on-premise Active Directory investments.

Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions. Their goal is to de-risk AI adoption and maximize data return on investment by offering integrated capabilities across the data management lifecycle, including metadata management, data operations, and infrastructure solutions. This empowers data and IT leadership to accelerate their data and AI initiatives.

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

This position is an in-office-based role located in The Domain area of Austin.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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!

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize, and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

Were not the company that makes big promises. Were the company that fulfills them.

Were Quest: Where Next Meets Now.

• 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

• Create and own a quarterly success strategy for your customer portfolio. The function of this will be to identify churn risks whilst looking for opportunities to maximize revenue with healthy accounts.
• Build strong relationships with your customers, use empathy to understand their challenges in order to become an expert at driving value with Karbon.
• Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption. You'll proactively push adoption of our Invoicing & Payments product to targeted customers.
• Manage upcoming customer renewals
• Stay up to date with our Product Roadmap and promote, demo and relay information about upcoming features to customers
• Monitor customer health and usage metrics to work proactively
• Advocate for your customers internally and provide important customer insights to other departments such as Product, Sales and Support
• Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR.

• Physically based in the US and confident working autonomously in a remote role, whilst be willing to travel occasionally to our customers offices to carry out site visits and attend events (approximately 5-10% of your time)
• Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success
• (Preferable) A subject matter expert in the accountancy software market
• A strategic thinker who can play-to-win and you are comfortable carrying a target
• Great relationship building skills
• Excellent communication & presentation skills
• Tenacious - always looking for a better way to serve your customers, such as providing useful information or sharing best practice
• Curious - You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way
• Effective project management skills, including ability to manage resources on a cross-functional team

• Gain global experience across USA, New Zealand, UK, and Canada
• 4 weeks annual leave plus 5 extra "Karbon Days" off a year
• Flexible working environment
• Work with (and learn from) an experienced, high-performing team
• Be part of a fast-growing company that firmly believes in promoting high performers from within
• A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback
• Generous parental leave

Quest Software has a two-pronged mission focused on helping organizations manage and secure their Microsoft environments and leverage their data effectively.

First, Quest aims to be the leading partner for modernizing, protecting, and securing hybrid Active Directory, Entra ID, and Microsoft 365 environments. They provide critical solutions for cybersecurity resilience, risk management, disaster recovery, and migration. This helps global organizations pursue digital transformation in the cloud while still safeguarding their on-premise Active Directory investments.

Second, Quest is dedicated to helping customers unlock value from all their data through AI and data solutions. Their goal is to de-risk AI adoption and maximize data return on investment by offering integrated capabilities across the data management lifecycle, including metadata management, data operations, and infrastructure solutions. This empowers data and IT leadership to accelerate their data and AI initiatives.

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.

- 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.

• 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!

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now. We're not the company that makes big promises. We're the company that fulfills them. We're Quest: Where Next Meets Now. 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.

We are hiring a Customer Success Leader to own and expand relationships with our most important customers while strategically enhancing our Customer Success function. You will be both a hands-on account owner and a strategic architect of our post-sales journey, refining how we onboard, retain, and grow our customers.

This is a high-impact, cross-functional role reporting to the COO, with visibility across Sales, Product, and Leadership.

• Own and manage 10+ customer relationships, ensuring value realization and satisfaction
• Deliver onboarding, training, adoption, and ongoing support to procurement and engineering users
• Run data-driven QBRs with Director/VP/C-level stakeholders to showcase results and strengthen alignment
• Proactively identify churn risks and implement mitigation plans

• Implement scalable onboarding, adoption, and engagement playbooks
• Define KPIs for health scoring, value realization, and renewals
• Manage processes for feedback collection, training, and escalation management
• Evaluate and recommend Customer Success tools as needed
• Support hiring and mentoring of future Customer Success team members as we scale

• Represent the voice of the customer to Product, Sales, and Leadership
• Partner closely with Product on roadmap prioritization and feedback loops
• Contribute to customer case studies, testimonials, and references for GTM efforts
• Own renewals and collaborate with Sales on upsell and expansion opportunities
• Identify whitespace within accounts to drive deeper product adoption and usage

• A bachelors degree in engineering, business, or supply chain is preferred.
• 10+ years of experience in Customer Success, Consulting, or Solution Delivery in a fast-paced B2B SaaS or start-up environment.
• Proven track record of managing enterprise or mid-market accounts with high-touch engagement
• Experience working with procurement, supply chain, or manufacturing customers preferred
• Entrepreneurial mindset with experience (or appetite) for building Customer Success processes
• Exceptional communication, data storytelling, and relationship-building skills
• Comfortable working with spreadsheets, CRMs (HubSpot), and creating customer-facing materials
• Willingness to travel to customer sites for onboarding, reviews, or events

• Competitive base + performance-based bonus.
• Hybrid work schedule with flexibility to travel customer sites and team off-sites.
• Equity package with early-stage upside in a fast-growing AI startup
• Direct collaboration with founders and leadership
• Opportunity to shape and lead the Customer Success function at a fast-growing, mission-driven startup

• Preferred location: Austin, Texas, (Can we remote until early/mid 2026)

• Director

• Full-time

• Customer Service, Business Development, and Supply Chain
• Industries: Technology, Information and Media and Manufacturing

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Graduate Programme - Customer Success Coordinator COE

Fospha

Fospha is a Mar-tech scale-up with an exciting, differentiated product that is beginning to realize our serious growth ambitions. We provide a marketing measurement product for eCommerce brands, helping them navigate the complex world of digital advertising across channels like Google, TikTok and Meta. We are offering the opportunity to join as a Customer Success Coordinator and rapidly progress in our Customer Success team, developing marketing and attribution expertise. There will be future opportunity to move departments (e.g. Product or Sales) once you have gained the domain expertise required to succeed in delivering the best possible experience for our clients.

Role and key responsibilities:

1. Support and learn from Customer Success team on matters specific to Fospha clients.
2. Own and project manage client onboarding, ensuring quality for our customers.
3. Become a go-to expert in Marketing and Fospha products and provide training sessions to clients and on-going support.
4. Ensure the timely and successful delivery of our solutions according to customer needs and objectives, tracking JIRA tickets through to completion.
5. Forecast and track key account metrics, identify and help realise upsell opportunities, grow opportunities within customer base and collaborate with our sales team to ensure growth attainment.
6. Track client health scores, creating mitigation plans for at-risk clients to ensure renewal.
7. Independently prepare and deliver insight meetings to clients, highlighting their marketing performance and providing recommendations on ad investment and progress against their goals.
8. Build and manage key client stakeholder relationships.
9. Continually strive to provide the best customer service possible and exceed expectations.

Professional Requirements:

1. Working knowledge of MS Excel (formulas, pivot tables, visualisations) and MS PowerPoint.
2. Enjoy working with data; pulling reports & data analysis to get the best insights to our customers; experience with data visualisation is a plus.
3. Capable of producing high-quality presentation decks for client meetings, overall owner and responsibility for getting contributors to provide content on time.
4. Demonstrated interest or experience in Search or Social marketing (internships and contract work count!), marketing experience (Google Analytics), understanding of performance marketing.
5. Ability to build strong working relationships both with colleagues and clients.
6. Effective verbal and written communication skills.

Personal Requirements:

1. You will be able to demonstrate examples of our core principles.
2. Seek inclusion & diversity: We create an environment where everyone feels welcome and people are encouraged to speak and be heard.
3. Work Hard, Work Well, Work Together: We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact.
4. Grow: We are proactive, curious and unafraid of failure.
5. Customer at the heart: We care about the customer, feel their pain and love building product that solves their biggest problems.
6. Candour with caring: We deliver candid feedback with kindness and receive it with gratitude.

Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our clients are successful.

Flexible Working:

Hybrid working We take pride in the tight-knit communities we have created at our office hubs. Duration probation Fospha team members spend 5 days a week in the office to maximize your opportunities to learn. After probation this moves to 4 days in, 1 day at home.