Customer Success Team Lead

Why Qualtrics?

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy.  Join us on this adventure that can open many doors! Join a company that is dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment.

The Challenge

The Portfolio Customer Success (PCS) team is a new and transformational approach to covering the mid-tier of our customer base and serves as a critical unlock for further investments and flexibility in how we show up for our customers. As a team leader, you will not only manage a team that oversees several hundred customer accounts that specialize within an XM pillar but also will work directly with your most strategic portfolio customers. The PCS team is new – and will grow significantly during the year – and provides an opportunity to build a team and culture from the ground up, requiring a forward thinker who is hungry to grow and develop talent while also building out a successful team operating rhythm that will deliver on the needs of the business. Attracting and retaining talent, excelling at creating a highly engaged team environment, partnering across the org to advance our customer and team goals, and delivering on business results will be key to success both in the near and long term. This is a great opportunity for someone who is passionate about XM and wants to leave their mark on the Customer Success organization.

A Day in the Life

  • Assume revenue responsibility on a portfolio of customers in the Americas with specific accountability for achieving quarterly and annual renewal and expansion targets, including responsibility for managing resource allocation, team capacity, forecasting and financial results
  • As a key leader in the Customer Success organization, help to guide and mature our Customer Success function and to define and execute your team’s strategy for supporting an expansive customer portfolio
  • Train and develop a team of 3-6 CSM’s into top-flight XM consultants, who partner with our customers to strategically maximize the value they get from Qualtrics solutions
  • Assist your team with constructing robust customer success plans to expand platform adoption and grow the customer relationship
  • Build and manage relationships with senior customer leaders within your segment to drive program governance, build customer advocacy and generate impactful case studies
  • Work with cross-functional counterparts to evolve our solution offerings, mature our industry-leading platform, fine-tune our go-to-market motion and improve the overall customer experience
  • Communicate team impact and results to key stakeholders across Qualtrics and act as an advocate for the team

Minimum Qualifications

  • 5+ years experience in a combination of SaaS, strategy, consulting, operations, product management, and/or an equivalent field
  • Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members
  • Proven track record for delivering key business results
  • Demonstrated ability to bring structure to and succeed in complex whitespace
  • Strong prioritization skills with the ability to  drive multiple concurrent projects from beginning to end
  • Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients
  • Entrepreneurial spirit with a high tolerance for ambiguity and complexity
  • Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively
  • Ability to have scale impact across the business, thinking holistically about the industry and Qualtrics partnership with our customer base
  • Bachelor’s degree with a concentration in science, technology, engineering, commerce, business or a related field; MBA from a top university preferred
  • Past experience leading successful teams that work cross functionally across businesses is preferred

What differentiates us from other companies:

  • Work life integration is deeply important to us – we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program – $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space.
  • 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 office
  • We believe in sharing Qualtrics success which is part of the compensation for all employees

To learn more about what we value read about it directly from our employees Qualtrics Life stories