Customer Success Director

Remote/ Austin, TX

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of

WHAT YOU'LL WORK ON

We are seeking a Director of Customer Success to help fuel our continued success and help scale and evolve our customer success practices as we increasingly serve larger Enterprise accounts. The Director of Customer Success will directly manage the team of 25 (and growing) CSMs and 3 managers. This leader will also need to build strong cross-functional partnerships with many teams across the company including Sales, Onboarding, Support, Renewals, Product Management and Marketing.

The ideal candidate for this role will not only inspire the team and our company to deliver our clients a best in class customer success experience, but will also be willing to dive in and get their hands dirty by learning the products, understanding each team's challenges, and actively helping each team when the going gets rough.

You'll be accountable for ensuring our customers are successful in using Qualia's products and services leading to strong gross and net retention.

RESPONSIBILITIES

• Leadership, management, and accountability for the Customer Success team
• Set a high bar of excellence on the team and ability to hire strong talent into the team
• Define and drive successful customer outcomes including lifetime value, referencability, and other recommended metrics suitable to our product and industry
• Evaluate and improve the current customer lifecycle experience
• Continuously inform stakeholders of progress, achievements, and risks (including product feedback for higher utility and reduced effort to service and support)
• Consistently coaches managers to excellence and develops systems of accountability to ensure managers are operating at a high bar
• Effectively communicate downward to their organization about business level objectives in a way that gets their teams aligned with the broader organization
• Create a positive culture that allows the team to operate at its full potential
• Define org level objectives and the key results they will be accountable to
• Regularly analyzing the state of their organization and identifying improvement areas
• Partner closely with the Customer Success Operations team to design and implement the systems and processes required to scale the organization
• Strong executive communication with perspectives that are well articulated, data driven, focused, and defensible
• Mastery in serving as second line leadership escalation resource for their teams in most complex challenging customer escalations

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• Strong knowledge and 5+ years of experience leading a customer success team, preferably in an enterprise software environment
• Demonstrated ability to analyze problems/issues, diving deep when needed
• Strong, natural empathy for customers and a passion for growth
• Experience in the title and settlement services or adjacent domains (mortgage, servicing, real estate) is a big plus
• Business process analysis and continuous improvement experience
• Process, data, and metrics driven
• Enthusiastic and creative leader with the ability to inspire others
• Ability to manage through persuasion, negotiation, and consensus building
• Strong people skills, ability to ensure disparate views are adequately heard
• Demonstrated desire for continuous learning and improvement
• Excellent verbal and written communication skills

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.