Senior Manager, Customer Success Operations - Remote

Overview

Qualia is looking for an AI-driven, strategic leader to join our team as the Senior Manager of Customer Success Operations. This pivotal role will lead the CS Operations team in developing a more intelligent, proactive, and efficient Customer Success organization, crucial for our accelerated growth.

In Short

• Lead the CS Operations team to enhance customer success.
• Develop and implement AI-driven strategies.
• Optimize Customer Success KPIs for proactive decision-making.
• Collaborate with cross-functional teams including Finance, Sales, and Marketing.
• Manage the tech stack for the Customer Success team.
• Coach and develop operations professionals.
• Identify trends and forecast outcomes using advanced analytics.
• Present actionable recommendations to senior stakeholders.
• Focus on a vision for a significantly improved customer experience.
• Passion for continuous iteration and experimentation.

Requirements

• 4+ years in a leadership role in SaaS Customer Success.
• 7-10 years in operations functions in SaaS.
• Deep familiarity with AI models and use cases.
• Experience with Salesforce and Customer Success platforms.
• Exceptional quantitative analysis and problem-solving skills.
• Strong project management skills.
• Outstanding communication and presentation skills.
• Strong business acumen.
• Highly organized and detail-oriented.
• Bachelor’s degree preferred but not required.

Benefits

• Comprehensive health plans.
• 401k program and commuter benefits.
• Professional development and parental leave.
• Flexible time off policy.
• Robust online onboarding program.
• Biweekly all hands meetings.
• Internal virtual events to keep employees connected.