Senior Manager/Director, Customer Success Management

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. We are seeking a Senior Manager/Director of Customer Success Management to lead Qualia’s 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 cross-functionally with sales, support, product, and marketing to ensure there is company-wide 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.