As Manager of the Customer Success Operations, you will be responsible for ensuring that CS organization has the tools needed to do their job and are operating at peak effectiveness and efficiency. You will also be instrumental in measuring and influencing customer engagement and satisfaction.

This is a tremendous opportunity to shape the way our growing CS organization operates, as you will play a crucial role in ensuring cross-functional (at all levels of management) customer success visibility and accountability. The key responsibilities of the role include the following:

Driving Efficient and Effective CS Operations

• Synthesize customer experience strategies and customer journey maps into scalable processes the teams can leverage to maximize customer adoption, satisfaction, renewals, and upsells.
• Develop and maintain a library of Best Practices (documentation, processes, training materials) to be utilized internally and externally.
• Implement and manage all internal tools of the Customer Success organization (Salesforce, Call Center, Email Support, Customer Success Software)
• Develop and deploy 1:many customer communication outreach that can be used by CSMs.
• Work closely with management for Monthly and Quarterly Business Review materials
• Work collaboratively with Sales Enablement, Marketing, and Product teams to ensure optimal customer experience.

About you:

• Impeccable communication skills
• Well organized, detail-oriented, team player with a strong sense of ownership
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys “getting their hands dirty” by digging into complex operations
• Clear communicator with professional presence
• Experience administering Salesforce is a big plus
• Mastery in all things Excel

• Health, dental, vision, and commuter benefits
• As well as catered lunch, drinks, and snacks daily

Anytime a house is bought, there are enormous costs that go into the process of closing the deal. Qualia is building an software tool that is changing the way real-estate transactions are managed. We recently raised a Series B and have offices in San Francisco and Austin. Our website: www.qualia.com