[Hiring] Customer Success Manager @Qualio

Role Description

Qualio is seeking a Manager, Customer Success to lead and develop a high-performing team of Customer Success Managers. This role drives customer retention and expansion within an assigned portfolio while delivering exceptional customer experiences and contributing to company growth.

• Lead, coach, and hold a team of Customer Success Managers accountable to performance expectations
• Drive customer retention by monitoring churn signals and implementing proactive engagement strategies
• Execute expansion strategies in partnership with go-to-market teams to contribute to NRR targets
• Build and optimize repeatable CSM playbooks based on customer journey and segment data
• Analyze customer data to identify success patterns and improve team engagement approaches
• Represent the voice of the customer by collaborating cross-functionally with Sales, Product, and Support
• Provide executive-level escalation support to protect and strengthen key customer relationships

Qualifications

• 6+ years experience in SaaS Customer Success Management
• 4+ years of management experience leading Customer Success teams
• Proven track record driving GRR and NRR outcomes across a customer portfolio
• Experience implementing customer engagement models and CSM playbooks that deliver results
• Ability to use data to track performance, identify trends, and make continuous improvements
• Strong cross-functional collaboration skills — comfortable working with Sales, Product, and Leadership
• Adaptable and effective in a fast-paced, remote-first environment

Benefits

• Competitive salary
• Matching 401k
• Medical, Dental, and Vision Benefits
• Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
• Unlimited PTO policy
• Company allowance for home office supplies
• 12 weeks paid parental leave
• Opportunity to make a difference through helping life-saving products get to market