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.

About the Role

Quest Software is investing and expanding its Customer Success function to power the next phase of our growth—and we’re looking for a Director of Customer Success to lead the charge.

This is a hands-on leadership role that will play a critical part in designing, developing, and operationalizing our Customer Success strategy. You’ll lead a team of Customer Success People Managers and individual contributors, drive retention and growth across our most strategic accounts, and work cross-functionally to ensure every customer sees value throughout their lifecycle.

This is a rare opportunity to help shape a Customer Success organization from the ground up at a global software company with a deep product portfolio and a strategic transformation underway.

Key Responsibilities

• Build & Lead the Function: Serve as a key architect of Quest’s Customer Success motion. Develop and scale core processes, tools, and frameworks that enable a consistent, high-impact customer experience.
• Coach & Manage a Team: Lead and develop a team of Customer Success Managers at Quest, instilling strong customer-centric practices and driving accountability around retention and health metrics.
• Drive Retention & Health: Own customer retention outcomes by ensuring early risk identification, effective mitigation strategies, and actionable health score tracking.
• Enable Growth: Coach CSMs to surface and qualify expansion opportunities, collaborating with Sales and Renewals to pursue growth within existing accounts.
• Operate Cross-Functionally: Partner with Sales, Renewals, Support, Services, Product and third-party Partner teams to align around customer needs, improve lifecycle touchpoints, and remove friction.
• Act as a Change Leader: Operate effectively in a high-ambiguity environment; bring clarity, structure, and forward momentum to a function that is still evolving.
• Measure & Improve: Track key success metrics (e.g., retention, satisfaction, customer health), identify performance trends, and drive continuous improvement efforts.

Qualifications

• 8+ years of experience in Customer Success, with at least 3 years in a leadership role
• Proven ability to manage and scale a Customer Success team while delivering measurable retention gains
• Experience supporting customers with multiple products and/or complex account structures
• SaaS or software industry experience required; enterprise customer experience in data infrastructure and cybersecurity solutions preferred
• Demonstrated strength in building and coaching teams, especially in early-stage or transformative environments
• High comfort with ambiguity and a bias for action—experience building Customer Success processes from scratch is a must
• Strong cross-functional collaboration and stakeholder management skills

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!

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.

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.

Come join us. For more information, visit us on the web at http://www.quest.com/careers.