Manager, Customer Success

Qlik•King of Prussia, PA

2d•$167,000 - $200,000•Remote

About The Position

Qlik is looking for a Manager, Customer Success to lead and develop a team of Enterprise Customer Success Managers (CSMs) supporting our most strategic Americas accounts. This role sits at the center of Qlik's enterprise customer strategy: you'll coach a team of seasoned CSMs who act as trusted advisors to VP, SVP, and C-suite stakeholders at Fortune 500 and Global 500 organizations, while building the consistency, methodology, and cross-functional alignment needed to scale a world-class Customer Success practice across a growing enterprise portfolio.

Requirements

A university degree or equivalent, plus a minimum of 8 years of relevant professional experience in customer success, account management, or a related customer-facing role within enterprise software or SaaS.
Direct experience managing or leading a team of Customer Success Managers or similar customer-facing professionals, with a track record of coaching people to measurably better performance.
A proven ability to operate with executive presence, comfortable guiding your team through, and personally engaging in, conversations with VP, SVP, and C-suite stakeholders at large enterprise accounts.
Strong commercial and data-driven judgment, with the ability to read portfolio health across retention, adoption, and expansion metrics and translate that into action for your team.

Responsibilities

Lead, coach, and develop a team of 5-8 Enterprise CSMs, setting clear expectations, running regular 1:1s and pipeline/portfolio reviews, and building the skills that help each CSM grow into a stronger strategic advisor for their accounts.
Own the health of your team's Americas portfolio, tracking retention, adoption, and expansion metrics across accounts, using telemetry and usage data to spot risk early, and holding your team accountable to outcome-driven Customer Success Plans.
Raise the bar on execution by establishing consistent standards for Customer Success Plans, Quarterly and Executive Business Reviews, and account strategy, so every customer gets the same caliber of experience regardless of which CSM they work with.
Partner cross-functionally with Sales, Professional Services, Product, and Support leadership to build coordinated, high-impact account strategies and to represent the voice of the customer in internal planning.
Step in on the highest-stakes accounts, coaching your team through escalations and executive engagements, and occasionally engaging directly with senior customer stakeholders when a deal, renewal, or relationship needs it.
Recruit, hire, and onboard new CSMs as the team grows, and mentor the broader Customer Success organization on what great enterprise account leadership looks like.
Report on team and portfolio performance to senior leadership, using data to tell the story of where the business is winning and where it needs attention.