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Director of Customer Success – Resware
Boulder, CO, 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 consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

As Qualia embarks on its next phase of growth, we are seeking a Director of Customer Success to help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product. The Director of Customer Success will oversee an Account Management team, an Expert Services organization, and two support departments (customer support and technical support). The ideal candidate for this role will not only inspire the team and our company to deliver excellent customer service, 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 the Resware product and the services and support we provide around it. The Director of Customer Success is responsible for orchestrating these teams in order to help customers implement, use, troubleshoot, and optimize the way they use our sophisticated, enterprise software.

RESPONSIBILITIES

  • Leadership, management, and accountability for the Customer Success team
  • Define and drive successful customer success outcomes including lifetime value, referencability, and other recommended metrics suitable to our product and industry
  • Drive new business growth through greater advocacy and referencability
  • Evaluate and improve the current customer lifecycle
  • Continuously inform the stakeholders of progress, achievements, and risks (including product feedback for higher utility and reduced effort to service and support)

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • Strong knowledge and 10+ years of experience leading a customer success team, preferably in an enterprise software environment
  • Demonstrated expertise and experience in at least two of the three domains of Customer Success: Account Management, Services/Consulting, and/or Support
  • 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.

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