Manager, Customer Success

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 leader to manage our Pooled Customer Success Manager team who support our SMB customers. This leader will be responsible for building and scaling a high performing team, establishing and optimizing our customer success processes. This leader will need to be able to develop and manage programs that integrate one-to-many approaches to customer relationship management with focused high touch interactions to provide scalable support for this large base of customers. This role will also work cross-functionally with sales, support, product, and marketing to ensure there is company-wide support for SMB accounts. This role reports to the Director of Customer Success. Key measures of success will be gross and net retention, expansion of accounts, level of product adoption, and employee engagement and development.

RESPONSIBILITIES 

• Achieving key performance metrics related to the execution of the SMB first year customer journey, adoption, expansion, retention, & NPS
• Analyzing segment and program performance and identifying scalable improvements to improve results
• Building a high performing team through effective hiring, development, and coaching 
• Reporting and monitoring team performance, including identifying quality and efficiency improvements
• Defining and delivering an exceptional customer experience for customers in this segment
• Managing stakeholder relationships with cross-functional stakeholders, including Sales, Product, Marketing, Growth Management, Operations and Support
• Serving as the escalation point of contact for accounts within the segment

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• 2+ years managing customer success teams
• Experience managing a pooled Customer Success model is preferred
• Experience as a customer success manager or account manager working with high volumes of SMB customers
• Strong analytical skills and experience using data to drive decision making
• Experience developing structured, scalable processes and driving adoption across the team
• Experienced at developing execution plans to achieve team objectives
• Effective at resolving complex customer situations including escalations or churn risk
• Proven experience motivating and developing teams of early career professionals
• Experience with interviewing and hiring candidates
• Excellent verbal and written communication
• Based in Austin, TX with the ability to work in the office a minimum of three days per week is required

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.