Manager, Customer Success

At Qualtrics, we create software that the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

**Manager, Customer Success - Southeast Asia**

**Why We Have This Role**

As a Customer Success Leader of a team of Technical Success Managers you will combine a passion for developing and leading teams, solving complex business problems, leveraging our best-in-class experience management platform to drive business value and ensuring delivery of top-tier customer management. You will lead a team of individual contributors who service our customers in Southeast Asia and India. From the initial onboarding to ongoing platform maturity, your team will assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for All-In individuals to join our team and have a huge impact on customer adoption, maturity, and retention.

**How You’ll Find Success**
- Demonstrated ability to build and lead teams to concrete and measurable results.
- Excellent analytical/technical problem-solving skills with a history of driving impact within an organization.
- Being a great leader who empathizes with your team members and customers.
- Along with helping your customers, you will help your direct reports be successful and grow in their roles.
- Detail-orientation with an ability to juggle multiple priorities, thrive in a fast-paced environment of continuous innovation and change, and meet bold goals.
- You use your expertise to consult on best practices, and refuse to give up until our clients succeed.

**How You’ll Grow**
- As a member of the Customer Success leadership team, you will play a crucial role in guiding and maturing our Customer Success function
- You will help to build, define, and architect the experience management category, championing it as one of the fastest-growing segments in the experience economy.
- Your demonstrated success in leadership will strengthen team collaboration, empowering you to make impactful decisions that contribute to the overall success and growth of the organization.
- By working cross functionally to scale our global service offerings and mature our industry-leading platform you will enhance your problem-solving skills and strategic thinking, empowering you to align teams toward common goals, ultimately resulting in improved customer experiences and more effective go-to-market strategies.
- Grow ability to comprehend and lead the team in addressing complex technical requirements, enhancing customer adoption and usage of products or services.

**Things You’ll Do**
- Grow and lead a team of Technical Success Managers to deliver high-touch technical support and technology configuration services. This team drives program adoption and usage, as well as technical thought partnership and strategy.
- Help to hire, onboard, train, and retain top talent.
- Provide coaching and mentorship to guide career development for Technical Success Managers.
- Manage team capacity, forecasting, financial performance, and resource allocation.
- Drive XM, focusing on renewing and growing our current customer base and assuming revenue responsibility for one of our fast-growing segments. Define and execute your team’s strategy for maturing and expanding the portfolio of customer accounts.
- Build and manage relationships with senior executives at our customer organizations to drive program governance, build customer advocacy, and generate program success stories through both virtual and in-person meetings.
- Travel as needed to be onsite with customers and your team
- You will work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings and mature our industry-leading platform. Together, you will drive initiatives to improve the customer experience.
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