Senior Manager/Director of Customer Success Management, Qualia
More information about location
Digital real estate closing platform and settlement software
Job no longer available
Digital real estate closing platform and settlement software
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
To create a secure, seamless home buying experience for all.
Role
Who you are
- 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 cross-functional relationships and aligning company-wide resources to support key accounts
- Highly effective at working with executive-level 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, we're open to exploring remote possibilities for qualified candidates
What the job involves
- 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
- Hire, enable, coach, and develop your team of high-performing 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 company's 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, long-lasting relationships with customer executives by establishing yourself as a consultative advisor with the authority to deliver value through your team’s 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 KPI’s based on company OKR’s 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
Our take
For real estate agents, closing on a property involves a complex set of multiple transactions and endless paperwork, which can risk confusing and frustrating the buyer. The real estate industry has been slow to innovate and leverage technology to create a more streamlined experience, compared to industries such as retail.
Qualia is the first end-to-end online real estate closing platform. Its suite of products brings together homebuyers and sellers, lenders, title & escrow agents, and real estate agents onto one secure, remote platform. Since launching in 2015, over half a million real estate professionals have used Qualia for their clients.
Although fully digital real estate closings still account for only a small fraction of overall closings, the company is focused on enabling all existing participants to digitize — and eventually the entire industry. According to Qualia, it’s the only way to get enough scale to actually move the process forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2021
$40m
LATE VC
Dec 2020
$65m
SERIES D
Total funding: $211.6m
Company benefits
- Comprehensive health plans
- 401k program
- Commuter benefits
- Parental leave
- Flexible time off
Company HQ
The East Cut, San Francisco, CA
Leadership
Nate Baker
(Co-Founder & CEO)Previous CEO and Founder of Nebu, and Founder and Board Member of Fractal Software.
Salary benchmarks
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