Senior Customer Success Manager

At Qualtrics, we create software 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, 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.

Senior Customer Success Manager

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we 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 resourceful individuals to join our team who aren’t afraid to dive into the details and understand the tools our customers use, and working with them to realize long term value. We have impressive members on this team, and are always looking for more amazing talent!

How You’ll Find Success

Customer Success Managers are Qualtrics experts who work with our clients and customers to realize the potential of the Qualtrics product. In this role, you will work with clients to understand the customers programs and objectives, and leverage your technical expertise to build programs that drive adoption and value for the customer. Customer Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs, and deepen relationships with the clients they support. As a Customer Success Manager, you should both be a tech-savvy professional and someone who excels at nurturing relationships to deliver exceptional client service.

 How You’ll Grow

• Enhance your software platform knowledge and technical troubleshooting skills
• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end to end customer experience for customers
• Develop critical customer relationship and communication skills to develop impactful, trusted relationships

Things You’ll Do

Drive Customer Adoption and Optimize Programs

• Build, configure, and execute services that align to client objectives, strategic goals, maximizing client value
• Leverage customer usage data to deliver actionable insights & recommendations
• Develop a deep understanding of Qualtrics’ service offerings to meet client needs, guiding them through use cases to drive program maturity.
• Establish and maintain multi-level stakeholder relationships to ensure customer health and support.
• Serve as a platform expert, advising clients on high-value usage and translating customer goals into tailored recommendations.
• Act as a point of escalation for complex issues, championing customer needs internally and mobilizing resources for maximum impact.
• Drive adoption of key platform features through demos and proof of concepts, leveraging best practices for implementation.
• In person connection with customers, traveling on-site as needed

Collaboration & Cross-Functional Partnerships

• Collaborate with Sales and Services teams to develop meaningful client relationships, aligned to the overall client account strategy 
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Team effectively with internal and external partners to ensure execution of client account strategy and delivery of target customer outcomes

What We’re Looking For On Your Resume

• Bachelor’s degree from a competitive university
• 5+ years experience working in a technical, consulting, or client-facing role
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
• Demonstrated ability to drive usage with customers in all phases of their adoption journey
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
• Comfort in working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Familiarity with software and front-end development
• Excellent verbal and written communication skills
• Strong problem-solving skills

What You Should Know About This Team

• Supportive environment with opportunities to work both autonomously and collaboratively
• Fun, inviting, and inclusive work environment
• This team is made up of passionate, kind, and smart people who exemplify what it means to be a team

Our Team’s Favourite Perks and Benefits

• A comprehensive total rewards package consisting of base, incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees.
• Private health insurance - top of the range coverage for medical and extras benefits.
• $2,800 Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have!
• Experience Leave - additional 5 days a year to take for experiences!
• $425 Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.
• Commuter allowance - we take care of your public transport expenses to the office!
• Hybrid working environment - 3 days in office, 2 from home.
• Catered lunches in our North Sydney office. We also have a well-stocked kitchen full of snacks, drinks and other goodies.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organisational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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