Director of Customer Success

Qualia is seeking a veteran customer success leader to manage one of Qualia's fastest-growing divisions, Qualia Customer Success. The VP of Customer Service responsible for overseeing all of Qualia's support, onboarding, renewals, and customer success management functions. Collectively, these teams are comprised of approximately 50 people and growing quickly. This role reports to the Vice President of Customer Success.

Responsibilities include:

• Managing multiple teams, including an enterprise account management team, a renewals team, two onboarding teams, and a support team (which makes up the majority of the CS organization).
• Maximizing retention; minimizing gross & net churn
• Measurably improving time to value and reducing customer onboarding time
• Measurably increasing customer satisfaction and NPS scores
• Sustainably increasing product usage & adoption
• Maximizing expansion revenue from the customer base
• Building automation & quality control systems into CS processes
• Improving internal processes between CS, sales, and engineering
• Ensuring team hits support targets (Time to first response, Time to resolution, Wait time). 

Experience:

• 5+ years of proven success as a builder and leader of high-performance B2B customer-facing teams.
• Strong leadership skills and the ability to hire, coach, motivate, and mentor. A strong candidate is a proven recruiter and company builder.
• Manage operations of multiple teams, oversee weekly team meetings, and balance resources to ensure the teams are all working in sync.
• Extensive experience in Salesforce building reports and dashboards. 
• Proficiency in Excel 
• Exceptional analytical skills and business acumen. A strong candidate is data-driven, deeply curious, and hungry for insights into your how our business is working and where it can improve.
• Impeccable written and verbal communication skills

About Qualia

Qualia redefines the real estate closing experience by connecting everyone in the transaction in one secure, mobile, cloud-based platform. More home purchases across the country every day rely on Qualia to make the experience of buying a home something to celebrate. For more information about Qualia, the only end-to-end Real Estate Closing Platform, visit www.qualia.com.