Director of Customer Success

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise 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 digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

As Qualia embarks on its next phase of growth, we are seeking a Director of Customer Success to help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product.  The Director of Customer Success will oversee our team of Customer Success Managers and Professional Services team, which provides onboarding, optimization, and project management.  The ideal candidate for this role will inspire their team of real estate closing experts, develop customer engagement strategy and services methodology to delivery value onboard new customers and continuously drive value once they’ve launched. By developing a keen understanding of Qualia and Resware products, as well as customer needs, the Director of Customer Success will work collaboratively across the entire company to empower the Services Team to deliver high-quality, valuable services that are delivered on time, in scope, and within budget.  

RESPONSIBILITIES

• Hire, enable, coach, and develop your team of high-performing Customer Success Managers and Professional Services specialists to align with individual, team, and company goals.
• Develop strong working relationships with Customer Support, Product & Engineering, Operations and Sales to delight customers and ensure the highest levels of customer success and satisfaction
• Implement processes and frameworks to enable a scalable approach to client engagements and services that ensures high customer satisfaction and efficient  time-to-value for our customers
• Build and maintain strong, long-lasting with customer executives by establishing yourself as a consultative advisor with the authority to deliver value through your team’s engagement with the customer
• Closely monitor team capacity and utilization to support the profitability of the services team and value delivery to customers
• Responsible for the overall retention and renewal of the Resware customer base 
• Work closely with leadership to develop processes, playbooks and engagement model to demonstrate value to the Resware customer base. 
• Enable and coach the team on customer engagement model, business review delivery, customer success playbooks and renewal conversations to demonstrate value to our customers and align with company objectives.
• Measure and track KPI’s based on company OKR’s and strategic initiatives
• As appropriate work closely with Sales and other team members to estimate service projects and create statements of work to define the scope and delivery of services
• Serve as escalation point for any urgent or critical matter raised by either internal or external stakeholders

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• Experience building and managing teams of  customer success managers, services delivery consultants, implementation consultants, project managers and/or similar roles in software businesses
• 5+ years experience leading and growing an account management or services team  in the real estate/title industry and/or enterprise software space
• 7+ years management experience, preferably within a customer success organization or comparable customer-facing roles, in the real estate/title  industry and/or enterprise software space
• Strong consultative and communication skills, with the demonstrated ability to influence customers and internal stakeholders.
• Willingness to experiment – even if something doesn't work, be prepared to learn from your failures.
• Substantial experience in the real estate/title industry; knowledge of Resware a plus
• Thrives in a fast-paced environment with limited supervision or instruction
• Project/program management experience; ability to organize and prioritize multiple concurrent projects
• Demonstrated ability to analyze problems/issues and use data to improve processes and operations
• Familiarity with both SaaS and on-premise software models 

Colorado Applicants: This role has a base annual salary of $180,000 - $200,000 plus a competitive equity and benefits package. (Salary to be determined by relevant experience, location, knowledge, and skills of the applicant, internal equity, and ali