Global Head of Digital & Scale Customer Success

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.

Why We Have This Role

The Customer Success team is at the heart of Qualtrics and is responsible for renewing and expanding Qualtrics’ global base of existing customers.  We have an industry-leading renewal rate and the rapid rate of growth of our business brings more customers into our book of business every day.  We have an incredible foundation and our next opportunity is to continue to enhance the ways in which we help our customers by engaging more effectively and more proactively through digital channels. 

We have built the foundational elements; we now look to rapidly accelerate our digital efforts to drive adoption, value realization, and ultimately net expansion for our base.  The leader in this role owns both our digital engine and the scale book of business globally, and thus has the opportunity to: 

• Accelerate our digital strategy, scaling channels, building content, and deploying proactively to customers
• Lead our scale book of business globally–leading with the digital engine, and deploying it to maximize net expansion in that book
• Use customer data and insights to better serve value-added content to help customers use, adopt, and expand on the platform–in an increasingly intelligent and scalable way
• Create strong handoffs between digital engagements and frontline Customer Success personnel across all tiers of our business

We are looking for an ambitious leader, with a strategic mindset, to develop and execute a digital-first engagement strategy across our global customer base. This role is a key hire for the Customer Success Group this year and has huge potential for impact on experience, retention and maturity across our global customer base. 

How You’ll Find Success

You will know you are doing an extraordinary job when the majority of Qualtrics customers leverage digital channels to receive value-add support, advice and best practice. Your work will massively increase digital engagement to help customers adopt Qualtrics technology and services, run more robust Experience Management Programs and ultimately solve business problems. 

In this role, you will be directly responsible for developing an end to end digital engagement strategy for customers as well as leading the teams tasked with executing this strategy. Ultimately the aim of your activity is to;

• Further increase our industry-leading Renewal and Expansion rates
• Create leverage by building out a team to scale value delivery to customers 
• Enhance customer experience by streamlining customer engagements

Successful candidates must be a strong people leader that is comfortable developing strategies for success whilst simultaneously driving operational improvement. She must have strong organizational skills, be comfortable with ambiguity and solving previously unseen problems and can juggle multiple priorities. Strong communication skills and ability to work cross-functionally is also a must.

You will report to and work directly with the Global Head of Customer Success, and will directly or indirectly lead a number of teams across the Customer Success org. Digital First motion is the single most important operational shift we have in front of us across the Global Customer Success Organization - This is an outstanding opportunity for you to become the primary driver of this significant shift.

How You’ll Grow

• Own both a large portion of our global business–and the channels/mechanisms needed to engage that part of the book. 
• You get to define a strategy, deploy it in your book to maximize the outcome, and iterate and refineSpeed of impact–many of the foundational elements have been established; this role is now all about experimenting with customer engageme