Mid-Market Customer Success Manager

Qualia•Austin, TX

33d•Hybrid

About The Position

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 This role requires a seasoned Customer Success Manager to grow our relationships with our Mid-Market-level clients. You will be an extension of their firm, helping them achieve their business goals in partnership with Qualia. You are responsible for delighting our customers through exemplary customer support and technical expertise, and maintaining and driving revenue growth. We’re looking for that perfect blend of sales drive coupled with a customer-service mentality that will help us create loyal, happy customers.

Requirements

3+ years of experience in Customer Success Management (CSM), or comparable experience within the Title & Escrow industry, ideally with hands-on exposure to Qualia
Proven ability to own, delight, and grow top customer relationships
Skilled at driving value and retention through a consultative, relationship-driven approach
Excellent listener who can understand customer needs and clearly communicate Qualia’s value proposition
Ambitious, enthusiastic, and tenacious, with a track record of consistently exceeding goals
Comfortable getting into the details and solving problems independently
Thrives in a fast-paced, multi-tasking environment and can adjust priorities on the fly

Responsibilities

Develop our Mid-Market accounts into our highest value customers who are strong advocates and promoters of our software
Quarterback complex software implementations for top accounts
Work closely with our onboarding team to develop strong relationships from the beginning and post-graduation
Help design processes, structures, and tools to effectively scale account management
Provide day-to-day guidance and support to managed accounts
Expand customer value by working closely with customer sales teams
Collaborate with the Product team to improve the experience for Qualia users

Benefits

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.

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