Pricing

​​SMB CSM Team Manager
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

We are seeking a leader to manage the SMB Customer Success Manager team. The SMB CSMs are responsible for ensuring the retention and growth of ~1,500 of our current customers ranging from $1,000 to $26,000 ARR. The SMB CSM manager will oversee the daily activities of the SMB CSMs, including the non-managed accounts CSM, helping to drive strong retention and revenue growth of our SMB customer base, implementing processes to build effectiveness of SMB CSMs, and coaching individuals in their professional development. This role reports directly to the Director of Customer Success.

RESPONSIBILITIES

  • Developing SMB team to drive upsell opportunities for our small to midsize business customers
  • Achieving SMB CSM key performance metrics related to pipeline generation, retention, NPS and platform utilization
  • Building a high performing team through effective hiring, development, and coaching
  • Reporting and monitoring team performance, including identifying quality and efficiency improvements
  • Developing and implementing procedures that drive quality, revenue growth, and customer satisfaction
  • Managing stakeholder relationships with cross functional stakeholders, including Marketing, Renewals, Onboarding, and Support
  • Holding regular (at least weekly) meetings with each SMB CSM to review top priorities with customers and provide coaching support to drive CSM career development
  • Auditing 2-3 calls/SMB CSM weekly to provide timely feedback and coaching
  • Communicating cross-departmentally to ensure SMB customers needs are recognized and addressed
  • Assisting with SMB customer escalations and serving as the next point of escalation if it goes beyond the account's CSM
  • Hosting weekly pipeline meetings to ensure SMB CSMs are proactively building upsell demo pipelines and making those activities a consistent part of their day-to-day schedule
  • Holding daily standups with CSMs at the beginning and end of each day to confirm attendance and communicate any updates

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • Experience as a customer success manager or account manager with a high volume of accounts
  • Proven ability to generate additional revenue opportunities
  • Experience mentoring and/or managing teammates
  • Proven ability to develop content and process that help bring your entire peer group forward in terms of effectiveness and efficiency
  • Comfort with and ability to deescalate customers, especially over the phone
  • Experience with interviewing candidates
  • Excellent verbal and written communication

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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