Senior ManagerDirector Customer Success Management

At Qualia weve 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 ecosystemhomebuyers and sellers lenders title and escrow agents and real estate agentsonto 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 YOULL WORK ON

We are seeking a Senior Manager/Director of Customer Success Management to lead Qualias Enterprise CSM team. This leader will oversee our team of Enterprise Customer Success Managers which serve as strategic partners to our largest and most complex customers ensuring that they are achieving desired business outcomes and return on their investment in our products. The successful candidate will possess leadership experience in the title insurance or real estate sector. They will leverage this expertise to elevate the consultative services provided to our customers driving tangible business results. Additionally they will inspire and lead a team of customer success managers develop a customer engagement strategy and ensure the ongoing success of our customer base.

This leader will be responsible for building a high performing team optimizing our customer success processes working closely with Product to prioritize feature enhancements and represent the voice of our Enterprise segment. This role will also work crossfunctionally with sales support product and marketing to ensure there is companywide support for Enterprise accounts. This role reports to the Director of Customer Success. Key measures of success will be gross and net retention level of customer sentiment and engagement level of product adoption and employee engagement and development.

RESPONSIBILITIES

• Hire enable coach and develop your team of highperforming 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 companys 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 longlasting relationships with customer executives by establishing yourself as a consultative advisor with the authority to deliver value through your teams 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 KPIs based on company OKRs 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

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• 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 crossfunctional relationships and aligning companywide resources to support key accounts
• Highly effective at working with executivelevel 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
• While this role is based in Austin Texas were open to exploring remote possibilities for qualified candidates.

WHY QUALIA

Qualia is made up of incredibly bright missiondriven coworkers who are passionate about using technology to solve realworld problemsand were growing quickly. In order to continue building an engaging and dynamic organization were 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 wellbeing 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 equalopportunity 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.

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