Qualio is hiring a
Director, Remote - United States

Summary

The Director, Customer Success will lead the global team at Qualio, a remote company in the life science industry, focusing on customer retention and expansion by implementing proactive strategies that enhance customer engagement and drive the adoption of the platform. The role requires senior leadership experience, customer experience and engagement strategies, operational excellence, results and data-driven skills, collaboration and teamwork, agility and adaptability, ability to attract, retain and develop top talent, creativity/innovation, experience defining recurring services offerings with proven revenue growth and customer satisfaction, experience in quality, healthcare or life sciences industries, and familiarity with ISO-9001, ISO-27001, and ISO-13485. The role is measured by Net Retention Rate, Expansion ARR/Attach Rate, Renewal Rate, and Customer Health. Benefits include competitive salary, matching 401k, medical, dental, and vision benefits, dependent & health FSA, short/long term disability, basic & voluntary life insurance, unlimited PTO policy, company allowance for home office supplies, 12 weeks paid parental leave, and the opportunity to make a difference through helping life-saving products get to market.

Requirements

• Senior Leadership experience
• 5+ years of management experience leading Customer Success teams and/or Sales teams
• Customer experience and engagement strategies
• Operational excellence
• Results and data-driven
• Collaboration and teamwork
• Agility and adaptability
• Ability to attract, retain and develop top talent
• Creativity/innovation

Responsibilities

• Support and enhance the overall vision and strategic plan for the Customer Success organization - focusing on increasing product adoption, leading a positive customer experience, and driving growth
• Discover and understand early churn signals and drive processes throughout the organization to reduce churn and increase customer advocacy
• Provide escalation support to ensure win-win scenarios for customers and Qualio
• Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation while leading a culture of continuous improvement
• Champion the voice of the customer through partnerships with cross-departmental teams to define and develop strategies to improve revenue growth
• Utilize data to develop a nuanced understanding of key drivers for customer success and value, and build a scalable CSM engagement model to deliver results

Preferred Qualifications

• Experience defining, developing and delivering recurring services offerings with proven revenue growth and customer satisfaction
• Experience in quality, healthcare or life sciences industries
• Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-13485

Benefits

• Competitive salary
• Matching 401k
• Medical, Dental, and Vision Benefits
• Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
• Unlimited PTO policy
• Company allowance for home office supplies
• 12 weeks paid parental leave
• Opportunity to make a difference through helping life-saving products get to market