Job description
About Us
Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.
The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.
What’s the opportunity?
The Manager, Customer Success is responsible for driving customer retention and growth within an assigned portfolio. You will lead a team of Customer Success Managers to ensure exceptional customer experiences, reduce churn, and identify expansion opportunities. Your focus will be on executing customer success strategies while developing your team to deliver consistent results that contribute to the overall success and growth of the company.
What will I be doing?
- Execute customer success strategies and initiatives to increase product adoption, enhance customer experience, and drive account growth within your portfolio
- Monitor and respond to early churn signals by implementing retention processes and coordinating with cross-functional teams to address customer concerns
- Provide direct customer escalation support and work with senior leadership to ensure win-win outcomes for customers and Qualio
- Implement customer lifecycle programs and engagement approaches based on customer segmentation while fostering continuous improvement within your team
- Represent the voice of the customer by collaborating with cross-departmental teams to provide feedback that improves products and drives revenue growth
- Analyze customer data to identify success patterns and optimize CSM engagement within your team’s accounts
- Hire, develop, and manage a team of Customer Success Managers. Coach team members on best practices and help develop their skills to drive excellence and innovation
What skills do I need?
- Management experience. 3+ years of management experience leading Customer Success teams
- Customer engagement expertise. Proven experience implementing customer engagement models that deliver strong customer outcomes and drive customer satisfaction
- Process implementation. Skilled at executing processes and systems that drive results. Ability to use data to track performance and make improvements
- Results-oriented. Effective at setting team goals, tracking success metrics, and coaching team members to achieve results. Comfortable using data to guide decisions and optimize execution
- Cross-functional collaboration. Works effectively with Sales, Product, and Support teams to deliver seamless customer experiences and provide customer feedback
- Adaptability. Comfortable working in a fast-paced environment and adjusting to changing business priorities
- Team development. Ability to identify talent, provide effective coaching, and develop team members to maximize performance
- Problem-solving. Generates creative solutions to customer challenges and consistently looks for ways to improve processes and customer experiences
We’d also like you to have:
- Experience supporting recurring services offerings with demonstrated impact on revenue and customer satisfaction
- Experience in quality, healthcare or life sciences industries
- Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, ISO-13485
Role KPIs
- Net Retention Rate
- Expansion ARR/Attach Rate
- Renewal Rate
- Customer Health
- Team Performance Metrics
Benefits
- Competitive salary
- Matching 401k
- Medical, Dental, and Vision Benefits
- Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
- Unlimited PTO policy
- Company allowance for home office supplies
- 12 weeks paid parental leave
- Opportunity to make a difference through helping life-saving products get to market
A note to candidates:
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don’t believe you meet every one of the qualifications described.
