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Senior Manager/Director, Customer Success Management

Austin, TX

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON 

We are seeking a Senior Manager/Director of Customer Success Management to lead Qualia’s Enterprise CSM team. This leader will oversee our team of Enterprise Customer Success Managers, which serve as strategic partners to our largest and most complex customers, ensuring that they are achieving desired business outcomes and return on their investment in our products.  The successful candidate will possess leadership experience in the title insurance or real estate sector. They will leverage this expertise to elevate the consultative services provided to our customers, driving tangible business results. Additionally, they will inspire and lead a team of customer success managers, develop a customer engagement strategy, and ensure the ongoing success of our customer base.

This leader will be responsible for building a high performing team, optimizing our customer success processes, working closely with Product to prioritize feature enhancements, and represent the voice of our Enterprise segment. This role will also work cross-functionally with sales, support, product, and marketing to ensure there is company-wide support for Enterprise accounts. This role reports to the Director of Customer Success. Key measures of success will be gross and net retention, level of customer sentiment and engagement, level of product adoption, and employee engagement and development.

RESPONSIBILITIES 

  • Hire, enable, coach, and develop your team of high-performing Customer Success Managers to align with individual, team, and company goals
  • Develop strong working relationships with Growth Management, Customer Support, Product & Engineering, Operations, and Sales to delight customers and ensure the highest levels of customer success and satisfaction
  • Regularly analyze the performance of this customer segment and identify trends and/or insights that influence the company's investments in the Enterprise customer base
  • Implement processes and frameworks to enable a scalable approach to client engagements and services that ensures high customer satisfaction
  • Build and maintain strong, long-lasting relationships with customer executives by establishing yourself as a consultative advisor with the authority to deliver value through your team’s engagement with the customer
  • Responsible for the overall retention and  expansion of the Enterprise segment customer base 
  • Work closely with leadership to develop processes, playbooks, and engagement model to demonstrate value to the Qualia customer base
  • Enable and coach the team on customer engagement model, executive business review delivery, customer success playbooks, and strategic conversations to demonstrate value to our customers and align with company objectives
  • Meet or exceed  KPI’s based on company OKR’s and strategic initiatives, specifically tied to expansion and retention
  • Serve as an escalation point for any urgent or critical matter raised by either internal or external stakeholders
  • Provide strategic thought leadership, anticipating market trends and formulating proactive strategies to ensure our sustained leadership as the preferred Enterprise partner

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • 5+ years experience leading and growing an account management or services team  in the real estate/title industry and/or enterprise software space
  • 7+ years management experience, preferably  in the real estate/title  industry and/or enterprise software space
  • Strong consultative and communication skills, with the demonstrated ability to influence customers and internal stakeholders
  • Demonstrated ability to analyze problems/issues and use data to improve processes and operations
  • Highly effective at navigating the cross-functional relationships and aligning company-wide resources to support key accounts
  • Highly effective at working with executive-level stakeholders
  • Experienced at defining objectives and cascading key results that align to company business objectives
  • Effective at resolving complex customer situations including escalations or churn risk
  • Experience with interviewing and hiring candidates
  • Excellent verbal and written communication
  • While this role is based in Austin, Texas, we're open to exploring remote possibilities for qualified candidates.

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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