Customer Success Manager

Summary

Join Qualtrics' Customer Success Team as a Customer Success Manager and help clients unlock the full value of our Experience Management (XM) platform. You will build strong relationships with clients, understand their business needs, and develop tailored solutions. Responsibilities include serving as a long-term customer relationship manager, defining business requirements, providing polished client communication, and preparing educational content. Success requires leveraging Qualtrics product knowledge, implementing XM methodologies, and developing cross-functional initiatives. Growth opportunities include developing deep product expertise and implementing standard XM methodologies across various industries. The role involves collaborating with Account Executives and internal resources to maximize customer impact and drive expansion.

Requirements

• Bachelor’s degree with 8-15 (dependent on role we’re hiring for) years of experience in a management consulting, CX, CS or technical account management role, OR a master's degree with 5+ years’ experience in a management consulting, CX, CS or technical account management role
• Track record of success in building customer relationships at multiple levels of a clients’ organization
• Proven experience leveraging industry best practices, program operationalization, and insight driven suggestions to mature Customer facing programs
• Technical understanding of data integrations
• Experience with data analytics & visualizations
• Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Willingness to travel up to 25% or as customer requires (dependent on role we’re hiring for)

Responsibilities

• Learn and leverage a market-leading product and understand the complexities of our solution
• Flexible and adaptable - You enjoy working in a fast pace, high growth environment
• Highly communicative and influence effectively, creating trust at the team level
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
• Build and maintain multi-level client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings
• Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll be enabled to demo and shape foundational components of an XM program to best assist your customers
• Develop and implement standard XM methodologies across a variety of use cases and industry verticals
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership
• Work with customers to define and document stakeholder’s business requirements, understand key business challenges and develop the customer’s vision into a value-based solution
• Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
• Champion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact
• Plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities

Preferred Qualifications

A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders

Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices
• The Qualtrics Hybrid Work Model : Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life