Customer Success Manager - BX (Brand Experience / Strategy and Research)
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout the entirety of their Qualtrics engagement, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face.
We are looking to add a Customer Success Manager to the Strategy and Research Team to meet the evolving needs of our ever-expanding base of customers and deliver a great customer experience.
We are looking for a resourceful individual to join our team who isn’t afraid to dive into the details and understand the tools our customers use, and work with them to realize long-term value.
- Customer Success Managers are Qualtrics experts who work with our clients and customers to realize the potential of the Qualtrics product.
- In this role, you will work with clients to understand the customers programs and objectives, and leverage your expertise to build programs that drive adoption and value for the customer.
- Customer Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs, and deepen relationships with the clients they support.
- As a Customer Success Manager, you should both be a strategic thinker, who can create a vision for the long term potential of customers programs, excelling at nurturing relationships to deliver exceptional client service.
- Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end-to-end experience for customers
- Develop critical customer relationship and communication skills to develop impactful, trusted relationships
- Become familiar with brand tracking research methodologies and sample strategy as you work collaboratively with customers and cross functional team members as you work to evolve brand tracking programs
- Understand how to drive consumption and maturity of our customers (i.e., usage) and facilitate commercial aspects of renewal and expansion (i.e., net annual recurring revenue)
- Enhance your software platform knowledge and technical troubleshooting skills
- Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their Qualtrics programs
- Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their programs
- Partner closely with sales counterparts to build account plans and strategies that accelerate growth
- Work closely with cross functional team members to plan, negotiate, and execute the renewal strategy, including developing formal RFP responses.
- Enable customers on how to fully utilize the platform and understand what to expect from our product roadmap
- Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
- Champion customer needs internally and mobilize resources to resolve issues
- Provide clear and timely communication with clients that drive to resolution on any requests and/or issues.
- Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
- Bachelor’s degree from a competitive university
- 3+ years experience working in a technical, consulting, or client-facing role
- Experience working in an applied market research setting (agency or client side)
- Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
- Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey information in compelling ways.
- Strong communication skills, both written and verbal and is comfortable asking tough questions to unearth opportunities and better understand problems to solve for
- Experience presenting pricing and working through contract negotiations
- Ability to clearly and succinctly articulate technical concepts to a non-technical audience
- Detail-oriented with an ability to prioritize and meet deadlines
- Strategic thinker, ability to proactively identify potential problems before they become problems and work to find creative solutions
- Ability to work effectively with cross functional teams to accomplish goals, address challenges while removing roadblocks
- The Strategy and Research product pillar includes UX, Brand Experience (BX) and Strategic Research (qualitative and quantitative research and analytic solutions). Our product offerings provide customers with a dynamic approach to conducting research that enables clients to make smarter and faster decisions in the areas that matter most.
- Strategic research is core to the Qualtrics offering and the BX product launched in 2019 and UX launched in 2024. These products have seen tremendous success and are a major growth opportunity for Qualtrics.
- Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
- Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
- Qualtrics Wellness Program - $1,200 for Wellness related expenses annually
- XM Day - A Qualtrics dedicated annual day of Service where employees are encouraged to use the day to give back to their community in any way they chose
- 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
- On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices
For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.
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