Manager, Customer Success

Summary

Join Qualio, a company empowering life science teams, as a Manager, Customer Success. Lead a team, driving customer retention and growth. Execute customer success strategies, monitor churn signals, and provide escalation support. Implement customer lifecycle programs, represent customer needs, and analyze data to optimize engagement. Hire, develop, and manage a team of Customer Success Managers. Contribute to the overall success and growth of the company by fostering continuous improvement and driving excellence and innovation.

Requirements

• Management experience. 3+ years of management experience leading Customer Success teams
• Customer engagement expertise. Proven experience implementing customer engagement models that deliver strong customer outcomes and drive customer satisfaction
• Process implementation. Skilled at executing processes and systems that drive results. Ability to use data to track performance and make improvements
• Results-oriented. Effective at setting team goals, tracking success metrics, and coaching team members to achieve results. Comfortable using data to guide decisions and optimize execution
• Cross-functional collaboration. Works effectively with Sales, Product, and Support teams to deliver seamless customer experiences and provide customer feedback
• Adaptability. Comfortable working in a fast-paced environment and adjusting to changing business priorities
• Team development. Ability to identify talent, provide effective coaching, and develop team members to maximize performance
• Problem-solving. Generates creative solutions to customer challenges and consistently looks for ways to improve processes and customer experiences

Responsibilities

• Execute customer success strategies and initiatives to increase product adoption, enhance customer experience, and drive account growth within your portfolio
• Monitor and respond to early churn signals by implementing retention processes and coordinating with cross-functional teams to address customer concerns
• Provide direct customer escalation support and work with senior leadership to ensure win-win outcomes for customers and Qualio
• Implement customer lifecycle programs and engagement approaches based on customer segmentation while fostering continuous improvement within your team
• Represent the voice of the customer by collaborating with cross-departmental teams to provide feedback that improves products and drives revenue growth
• Analyze customer data to identify success patterns and optimize CSM engagement within your team's accounts
• Hire, develop, and manage a team of Customer Success Managers. Coach team members on best practices and help develop their skills to drive excellence and innovation

Preferred Qualifications

• Experience supporting recurring services offerings with demonstrated impact on revenue and customer satisfaction
• Experience in quality, healthcare or life sciences industries
• Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, 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