Senior Manager, Customer Success Operations

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

As Qualia embarks on the next phase of growth, we are seeking a Senior Manager, Customer Success Operations to help fuel Qualia's rapid expansion. The Senior Manager, Customer Success Operations will oversee the operations for the Customer Success organization which includes Support, Onboarding, Customer Success Management, Professional Services and some Managed Services. In addition to overseeing systems and processes in CS and Support, you will establish and drive the planning and analysis of the performance of the CS organization. The ideal candidate will have the ability to identify critical product and usage data points, establish reporting frameworks, draw insights and present findings and recommendations to improve the effectiveness of the CS organization.

The ideal candidate for this role will be able to demonstrate strong project management skills, oversee multiple complex projects at once, and be a strategic partner. You’ll manage our CS Operations team and drive the completion of projects.

Responsibilities

• Partner with CS leadership to design and implement a vision for a best in class Customer Success and Support organization to ensure a scalable future
• Establish and continue to optimize CS KPIs to guide the effectiveness of business decision making
• Establish and drive the planning and management reporting/analysis
• Collaborate with key partners across the organization (Sales Ops, BizOps, Finance, GTM, Marketing, Product, etc.) on cross-functional initiatives, representing the CS organization
• Analyze data and trends, and present your analyses and your recommendations to senior stakeholders in the org
• Maintain a regular prioritization and sprint cadence in alignment with business priorities
• Own the CS team’s various tech systems, particularly Salesforce and related engagement tools such as Outreach.io, Totango, Zendesk, and more
• Manage and develop a team of Revenue Operations professionals supporting CS and Support organizations
  
  
  

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• 2+ years of experience in a leadership role overseeing SaaS Customer Success Strategy and/or Operations
• 5-7 years of progressive experience in an operations function in SaaS
• Experience with Salesforce a must
• Experience with Customer Success and Support platforms is a must (Totango and Zendesk specifically is a big plus)
• Exceptional quantitative analysis and problem solving skills
• Exceptional project management skills; experience leading cross-functional initiatives
• Outstanding communication skills and comfort collaborating with and presenting to Senior Executives
• Strong business acumen
• Strong understanding of SaaS tools such as Salesforce and integrated apps
• A highly organized and detail oriented professional
• Passion for continuous iteration and experimentation
• Bachelor’s degree preferred but not required
  
  

This role has a base annual salary of $170,000-$190,000 plus a competitive equity and benefits package. (Salary to be determined by relevant experience, location, knowledge, and skills of the applicant, internal equity, and alignment with market data.)


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.