Lender Customer Success Manager
Austin, TX

Qualia is a digital real estate closing technology company that provides the infrastructure to streamline the home closing experience. The company offers a suite of products that brings together homebuyers and sellers, lenders, title & escrow agents and real estate agents onto one secure shared platform. Qualia was founded in 2015 by Forbes 30 Under 30 Award recipients Nate Baker, Joel Gottsegen and Lucas Hansen. The company is backed by top investors including 8VC, Bienville Capital, Menlo Ventures and Tiger Global and currently processes 20% of all US real estate transactions. Qualia was also named by CB Insights and Fast Company in their “50 Future Unicorns” spotlight for 2020.


We are looking for an experienced Customers Success Manager to join our Lender Success team. This team is a relatively new business line for Qualia offering products to help streamline Mortgage Lenders’ post-closing workflow. You’ll be responsible for onboarding and managing the customer lifecycle with these customers. You will be their main point of contact, helping them achieve their business goals in partnership with Qualia. We’re looking for someone who thrives in a high growth startup environment and can help us develop our first-generation customer success playbooks for this team.


  • Develop our Lender accounts into high-value customers who are bought into the software.
  • Build strong relationships with both decision-makers and users at client accounts
  • Quarterback software implementations for our Lender accounts to help them go live quickly and successfully
  • Achieve high retention rates by ensuring customers are achieving a strong ROI from the product
  • Grow customer value by identifying expansion and upsell opportunities over time
  • Manage a high number of accounts, effective time management and prioritization is key.
  • Become a Qualia software expert in order to help your customers configure their deployments based on their company structure.
  • Help design processes, structures, and tools to effectively scale account management and onboarding best practices.
  • Provide day-to-day guidance and support to managed accounts.
  • Collaborate with the Product team to improve the experience for Qualia users.


  • At least 3-5 years of experience in a CSM role.
  • Onboarding experience considered an asset.
  • Experience owning, delighting, and growing accounts.
  • Good listener who can understand customer needs and communicate Qualia’s value proposition.
  • Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently exceeding quota/meeting goals.
  • Experience with Salesforce and other CRM/Project Management tools preferred.
  • Ability to get into the weeds and solve problems independently.
  • Strong team player but still a self-starter.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
  • Wants to be on the ground floor of starting up a new product line within the organization.


We want to make it as easy as possible for our team members to create great work and live a healthy work/life balance. Our benefits package takes care of employees both inside and outside of the office. Each day employees dine together- eating a delicious meal from a local vendor. Our kitchen is stocked with snacks and beverages. We offer a slew of other benefits such as: flexible PTO, fun monthly events, great health benefits, a new laptop, and a gorgeous work environment.

Qualia is growing fast. We’re passionate about technology that solves real world problems that affect millions. Our team is made up of incredibly fun and bright co-workers. We set a high bar, but also value balancing hard work with social outings.

We celebrate difference at Qualia. We are committed to ensuring an environment of mutual respect for every employee and we are proud to be an equal employment opportunity employer. Qualia does not discriminate against any person because of race, color, creed, religion, gender, gender identity or gender expression, national origin, citizenship, age, sex, sexual orientation, pregnancy, marital status, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by law. We believe a diverse and inclusive workplace is central to our success and we actively seek to recruit, develop and retain the most talented people from a diverse pool of candidates.

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