Senior Manager, Customer Success Management

Summary

Join Qualia's growing team as a Senior Manager/Director of Customer Success Management! Lead and mentor a team of Enterprise Customer Success Managers, ensuring our largest clients achieve their business goals. Leverage your expertise in the title insurance or real estate sector to elevate consultative services and drive tangible results. Develop a customer engagement strategy, optimize processes, and collaborate cross-functionally with sales, support, product, and marketing. This role requires strong leadership, analytical, and communication skills, and experience in the real estate/title industry or enterprise software. Qualia offers a comprehensive benefits package, including health plans, 401k, commuter benefits, parental leave, and flexible time off.

Requirements

• 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

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

Benefits

• Comprehensive health plans
• A 401k program
• Commuter benefits
• Professional development
• Parental leave
• A flexible time off policy