Customer Success Manager - BX (Brand Experience / Strategy and Research)

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.   Customer Success Manager - Strategy and Research   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 the entirety of their Qualtrics engagement, 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 to add a Customer Success Manager to the Strategy and Research Team to meet the evolving needs of our ever-expanding base of customers and deliver a great customer experience.

We are looking for a resourceful individual to join our team who isn’t afraid to dive into the details and understand the tools our customers use, and work with them to realize long-term value. 
 

  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 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 strategic thinker, who can create a vision for the long term potential of customers programs, excelling at nurturing relationships to deliver exceptional client service.

How You’ll Grow

• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end-to-end experience for customers
• Develop critical customer relationship and communication skills to develop impactful, trusted relationships
• Become familiar with brand tracking research methodologies and sample strategy as you work collaboratively with customers and cross functional team members as you work to evolve brand tracking programs 
• Understand how to drive consumption and maturity of our customers (i.e., usage) and facilitate commercial aspects of renewal and expansion (i.e., net annual recurring revenue)
• Enhance your software platform knowledge and technical troubleshooting skills

  Things You’ll Do

• Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their Qualtrics programs
• Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their programs
• Partner closely with sales counterparts to build account plans and strategies that accelerate growth 
• Work closely with cross functional team members to plan, negotiate, and execute the renewal strategy, including developing formal RFP responses.
• Enable customers on how to fully utilize the platform and understand what to expect from our product roadmap
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
• Champion customer needs internally and mobilize resources to resolve issues
• Provide clear and timely communication with clients that drive to resolution on any requests and/or issues.
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers

  What We’re Looking For On Your Resume

• Bachelor’s degree from a competitiv