Customer Success Manager - Strategic
About the job
- A minimum of 5 years of experience in a customer success role responsible for driving customer success and product or service adoption.
- Ability to translate business requirements into business value and work with sales and marketing to promote value-driven solutions.
- Ability to manage executive relationships and discussions with vice presidents and C-level executives.
- Skill in bringing in a Sales Executive, Account Executive, or Inside Sales Representative to pursue upsell opportunities while maintaining executive oversight and a positive customer experience.
- Strong knowledge of Customer Success best practices, including experience defining processes and providing enablement programs to promote adoption in Customer Success and across the company.
- Excellent organizational skills and ability to establish milestones and keep success plans on task.
- Ability to handle internal and external escalations.
- Ability to communicate effectively, foster positive business relationships, facilitate change, and remain accountable for driving customer success.
- Experience leading, adopting, and driving change internally or externally.
- Experience identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
- Demonstrated success serving as a trusted advisor to senior executives in large organizations and building success plans.
- Understanding of how organizations measure value realization and drive revenue.
- Own the customer relationship for a global or large-scale strategic account and actively manage stakeholder relationships at executive, management, and technical-leader levels, including strategic roadmap discussions.
- Develop and nurture relationships and adjust value and adoption messaging according to customer stakeholder levels and interests.
- Coach peers on strategic approaches and mentor Enterprise Customer Success Managers to help them grow their knowledge and provide a premium customer experience.
- Identify and create solutions to address Customer Success needs, improve effectiveness and efficiency, and meet or exceed key customer metrics.
- Develop and maintain strategic Success Plans aligned with value milestones and customer-defined business outcomes.
- Partner with customers to build joint plans for success and maintain a detailed understanding of their businesses to achieve high customer satisfaction, engagement, and adoption of Quest technologies.
- Monitor customer analytics and key performance indicators to reinforce solution value, identify areas for improving customer experience, and optimize the solution.
- Facilitate Executive Business Reviews in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities.
- Deliver an outstanding customer experience and support and identify cross-sell and upsell opportunities for services and products.
- Monitor customer engagement signals and sentiment, log risks and opportunities in the customer relationship management system, and trigger internal playbooks where applicable.
- Collaborate across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
- Act as an escalation point for high-impact customer issues and engage appropriate Quest teams for quick resolution.
- Work within the wider Customer Success Manager team to implement scalable programs and process improvements that drive internal efficiency and improve customer experience.
- Experience in transformational Customer Success projects or in environments where products shift from on-premises to Software as a Service.
- Previous Customer Success experience at a business-to-business software company.
- Proficiency with customer success tools such as Gainsight and customer relationship management systems such as Salesforce for managing customer health, success plans, and engagement tracking.
- Experience with artificial intelligence prompting and leveraging artificial intelligence tools to streamline processes.
- Experience with recurring-revenue sales models and renewal processes.
About the company
Quest Software provides IT management software that helps organizations monitor, manage, and optimize their technology environments. Its roots began with HP MPE tools, but in 1996 it pivoted to database management with Oracle SQL tuning products that addressed growing enterprise IT complexity. The company offers products for database administration, performance tuning, and IT operations to help prevent outages, improve performance, and reduce administrative effort. Unlike more general software vendors, Quest focuses specifically on managing complex databases and enterprise systems, delivering specialized tools rather than broad consumer software. Its goal is to help large organizations ensure reliable, efficient IT operations across on-premises and cloud environments, enabling faster problem resolution and better resource use.
Company Size
1,001-5,000
Company Stage
Debt Financing
Total Funding
$350M
Headquarters
Aliso Viejo, California
Founded
1987
Get referred to Quest Software
See people who can refer or advise you
Simplify's Take
What believers are saying
- October 1, 2026 launch expands Security Management Platform for AI-agent threats and recovery.
- June 2026 Anetac and August 2026 Power Platform migration broaden cross-sell inside Microsoft estates.
- Cork's 2026 AI R&D center and 100 jobs signal continued product investment.
What critics are saying
- June 16, 2025 S&P flagged 11x leverage; refinancing stays hard without growth.
- May 8, 2026 trademark litigation against Quest Global Services adds distraction and legal cost.
- Heavy Microsoft dependence leaves Quest vulnerable if Redmond bundles similar capabilities in 2027.
What makes Quest Software unique
- Quest owns Microsoft identity migration, security, and recovery across one integrated platform.
- June 17, 2026 Anetac adds continuous visibility into human, non-human, and agentic identities.
- Quest remains deeply embedded with Microsoft, spanning Active Directory, Entra ID, Security Copilot.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Health Insurance
Wellness Program
Flexible Work Hours
Family Planning Benefits
Growth & Insights and Company News
6 month growth
0%1 year growth
0%2 year growth
0%Quest expands identity security for AI agent threats. Thu, 1st Oct 2026 (Today) Quest Software has expanded its Security Management Platform to cover the full NIST Cybersecurity Framework lifecycle, targeting identity threats linked to human, non-human and AI agent accounts. The update adds five features focused on identity visibility, attack containment and recovery for Microsoft Active Directory and Entra ID environments. They are intended to help organisations identify what different identities can access, isolate compromised identities during an attack and restore core identity systems more quickly after an incident. Quest argued that identity has become a central point of risk as businesses give more software agents access to systems and data. Traditional endpoint detection, SIEM and backup products, it said, were not designed to operate inside the identity layer that controls access across many enterprise environments. One of the new products, Quest Identity Insights, uses technology gained through Quest's acquisition of Anetac. It is designed to continuously map what human, non-human and agentic identities actually access and show access paths to critical systems that may not appear in periodic scans or configuration reviews. Another feature, Agentic AI Defence, is designed to isolate a compromised identity while an attack is under way, allowing security teams to stop further destructive changes while analysts investigate. Secure Replay, which is in private preview, uses AI to separate malicious changes from legitimate activity during recovery. Quest said this is intended to help organisations recover to the last known safe state rather than simply reverting to an older backup. Quest also introduced Guardian Managed Recovery Services, giving customers and partners access to specialist support for preparing and carrying out Active Directory and Entra ID recovery. The service is also available in a fully managed form that partners can offer under their own brand. A fifth addition, Secure Migration, brings identity threat signals into migration projects. According to Quest, it can flag excess privileges, stale accounts and vulnerable devices before cutover during consolidations and mergers, which the company described as periods of heightened attacker interest. The expansion reflects a broader shift in cybersecurity towards identity protection as organisations deploy more automated software systems. In many large companies, Active Directory and Entra ID remain the main control points for access, making them attractive targets for attackers and a critical focus for recovery planning. Quest cited its own research showing that more than 75% of organisations do not have a tested recovery plan for identity systems. It also said its identity security technology can improve recovery time by up to 90% compared with enterprise backup tools. Tim Page, Chief Executive Officer of Quest Software, linked the launch to concerns about how AI agents can misuse access if they are compromised or poorly governed. "The OpenAI and Hugging Face incident was the first of many warnings to companies that any AI agent in your enterprise can cause a serious breach," said Tim Page, Chief Executive Officer of Quest Software. "AI has created an identity security crisis, exposing the limits of legacy systems and making modern resilience an urgent priority. The leaders that prioritise this now are the ones that will lead the agentic era with confidence," Page said. Microsoft, whose identity products sit at the centre of many corporate technology estates, also commented on the development. "Identity has become the front line of security in the AI era, and defending it takes a strong ecosystem of partners building alongside Microsoft," said Edwin Vargas, Managing Director, Americas - AI Business Solutions and Security Partnerships at Microsoft. Quest said the platform is aligned with the NIST framework, which is increasingly used by businesses and public bodies as a structure for cyber risk management. It also said it supports proposed US legislation that would direct NIST to develop standards and guidance for the secure deployment of AI agents, including continuous inventory controls and records of agent activity. Rakesh Shah, Vice President of Product Management and Marketing at Quest Software, said the company's focus is on helping security teams understand access in real time and act before an attack spreads. "Companies need to know in real time who has the keys to their systems, which doors they can open and how to take those keys away before the damage spreads," said Rakesh Shah, Vice President of Product Management and Marketing at Quest Software. "AI agents can hold credentials, reach sensitive systems and act at machine speed. If an agent can be given the keys to the business, security teams must be able to see what it is doing, stop it immediately and recover confidently from whatever it changed," Shah said.
Quest Software expands identity security platform. Expanded tools address identity risks involving AI agents, compromised identities and Active Directory recovery. * By Chelsey Arries * Sep 18, 2026 AI agents and other nonhuman identities are the focus of new capabilities added to the Quest Security Management Platform, which is designed to govern access and support recovery after cyberattacks. Quest Software stated that the expansion addresses identity security throughout the National Institute of Standards and Technology Cybersecurity Framework lifecycle. The company said it developed the platform as AI agents gained greater access to autonomy. The platform includes Quest Identity Insights, which maps the systems accessed by human, nonhuman and AI agent identities. The capability incorporates technology from Quest's acquisition of identity security company Anetac and is intended to identify access paths that periodic scans may miss. Another capability, Agentic AI Defense, can isolate a compromised identity during an attack while security teams investigate. Secure Replay, currently in private preview, uses artificial intelligence to separate potentially malicious changes from legitimate activity when organizations restore affected systems. Quest also introduced Guardian Managed Recovery Services for Active Directory and Microsoft Entra ID environments. The service supports preparation for and execution of Active Directory and Microsoft Entra ID recovery and can be provided through Quest partners. According to company research, Quest's identity security technology can improve recovery time by up to 90% compared with enterprise backup tools. A separate Secure Migration capability adds identity threat data to system migrations. It flags excessive privileges, inactive accounts and vulnerable devices before organizations complete a migration or consolidation. Quest shared that the platform is intended to work with existing security systems while focusing on identity infrastructure. The company's 2026 State of Identity Threat Detection and Response study found that more than 75% of surveyed organizations lacked a tested recovery plan. Chelsey Arries is assistant editor of Security Today, Campus Security Today, Occupational Health & Safety and Environmental Protection Online.
Quest Software has expanded its Security Management Platform to address identity security threats from AI agents, which the company says are behind 90% of cyber incidents. The platform aligns with the NIST Cybersecurity Framework and was developed over 18 months. New capabilities include Quest Identity Insights, which maps access patterns for human and AI identities, and Agentic AI Defence, which autonomously isolates compromised identities during attacks. The platform also features Secure Replay, using AI to distinguish malicious changes from legitimate activity. Quest's research found over 75% of organisations lack tested recovery plans. The company supports the bipartisan Stop Rogue AI Act, which would direct NIST to develop standards for securely deploying AI agents. Quest serves more than 28,000 companies worldwide, including over 90% of the Fortune 500.
Your Microsoft 365 tenant migration isn't complete until Power Platform comes with it: introducing On Demand Migration for Power Platform. Post author:Written By Daniel Gauntner Post published:August 3, 2026 Quest is thrilled to announce a major addition to the Quest migration portfolio: On Demand Migration for Power Platform, delivering discovery and migration of Power Apps and Power Automate - now available within On Demand Migration and Secure Migration. As Microsoft 365 tenants continue to expand, Quest is ensuring that its migration coverage is keeping pace with how organizations build today. Microsoft Power Platform has become the layer where real business logic lives, yet it's often left out of migration scope. Leaving it behind breaks the dependencies that apps and flows rely on, and that can disrupt the business operations running on top of them. Quest is closing that gap. What is Microsoft Power Platform - and why does it matter? Microsoft Power Platform is a set of low-code tools that allow organizations to build apps, automate processes, and analyze data without waiting on a development backlog. It spans Power Apps, Power Automate, Power BI, Power Pages, and Copilot Studio, and it's increasingly where day-to-day operations run. That's exactly why migrating these tools is no longer optional. When business-critical apps and flows are left out of a migration, the consequences show up fast: approvals stop, applications break and leave end users stranded, and reporting goes offline. These aren't peripheral tools - they're the systems keeping daily operations moving, which makes bringing them along essential to a successful migration. Why migrating it manually is so hard. Here's the catch: Power Platform isn't just data. It's a web of apps, workflows, automation, and dependencies, and many are owned by individual business users rather than IT. That creates two problems at once. First, discovery. Apps and flows are scattered across environments and personal ownership, so IT often can't see the full scope of what needs to move. Second, portability. The standard guidance for getting Power Platform into a new tenant is to rebuild it there, recreating apps and flows and manually reconnecting every dependency and permission by hand. In small, well-governed environments that may be manageable. But on a real-world scale, rebuilding is enormously time-consuming and carries a high risk of business disruption, since any dependency that's missed or misconfigured breaks the workflow. For most organizations, that isn't a realistic option. On Demand Migration for Power Platform takes a discovery-first approach: it inventories your apps and flows, surfaces the unmanaged ones you didn't know existed, assesses dependencies and readiness, and then migrates workloads with those dependencies preserved, dramatically reducing manual rework and post-cutover surprises. Quest private preview customers saw the value firsthand. Over the last few months, Quest ran a private preview giving a select group of customers early access to its new Power Platform discovery and migration capabilities. What stood out most was just how differently each industry relies on the platform, and how much would have been at risk without a reliable way to migrate it. Across that preview group, Power Platform was powering critical operations in very different ways: * In healthcare, apps and flows help process medical records - where a manual rebuild risks patient data integrity and regulated turnaround times. * In insurance, underwriting and approval workflows run on Power Automate - the kind of logic that, if broken, stalls policy decisions and revenue. * In finance, teams automate invoice and payment workflows, where a missed dependency doesn't just inconvenience IT - it disrupts cash flow. * In media and streaming, order processing and fulfillment systems are built on Power Platform - operations customers notice immediately when they go down. * In marketing, campaign and approval processes are automated to keep go-to-market work moving. For every one of these Quest customers, the alternative to automated migration was the same: rebuild by hand in the target tenant, hope nothing was overlooked, and absorb the downtime and rework caused by the inevitable mistakes and omissions. Bringing Power Platform into scope from day zero changed that equation. The bottom line. If Power Platform isn't included in your migration, your migration isn't complete. With On Demand Migration for Power Platform, you can discover what you have, understand dependencies, and migrate with confidence, preserving business continuity and keeping business-critical processes running through cutover and beyond. On Demand Migration for Power Platform is available today across On Demand Migration and Quest Secure Migration subscriptions for Microsoft 365. Talk to your Quest representative to bring your apps and flows into scope. Dan Gauntner is Director of Product Marketing for Quest Software where he oversees the positioning and go-to-market strategy for the Identity Security, Resilience and Modernization business. Since joining Quest nearly 20 years ago, Dan has become a subject matter expert on Quest solutions for Microsoft 365 Migration and Hybrid Active Directory Cyber Resilience and Disaster Recovery. Bring Power Platform into migration scope. Discover and migrate Power Apps, Power Automate, Power BI, and more with one solution designed to preserve business continuity.
Quest Software, backed by Clearlake Capital, has acquired Anetac, an AI-powered identity security provider, to strengthen its capabilities in managing human, non-human and agentic identities. Financial terms were not disclosed. The acquisition addresses growing security risks as machine identities—service accounts, APIs and bots—now outnumber human users by up to 82:1. Anetac provides continuous discovery and lifecycle management for these identities across hybrid and AI-driven environments. Quest Software, which serves over 45,000 companies including 90% of the Fortune 500, will integrate Anetac's technology to deliver enhanced visibility and governance across identity access chains. The combined platform aims to help organisations secure identities in Microsoft ecosystems whilst addressing the expanding attack surface created by AI automation and agentic systems.