Senior Customer Success Manager at Qualia

Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, BiotechnologyIndustries

Requirements

5+ years of Customer Success experience in a B2B SaaS company
Proven expertise in driving account expansion in large accounts
Experience in building multi-threaded relationships in assigned customer accounts
Demonstrated experience as a trusted advisor to customers
Great communication skills across multiple mediums (video conference, phone, email)
Experience in customer success planning
Experience with Salesforce.com, CSP (Customer Success Platform), GSuite (or similar softwares)
Exceptional organizational and time management skills
The ability to thrive in a remote, fast-paced environment
Experience in quality, healthcare or life sciences industries (preferred)
Experience with eQMS systems (preferred)
Familiarity with regulations: ISO-9001, ISO-27001, ISO-27701, or ISO-13485 (preferred)

Responsibilities

Maintain a revenue base by managing, retaining, and expanding a book of business
Build strong relationships with assigned customer portfolio and support them as the key contact and advocate
Drive upgrade revenue from deep understanding of customers’ business and goals to identify opportunities for product feature adoption and expanded usage
Collaborate with Product, Marketing, and Sales teams to advocate for customers and proactively find ways to grow the customer base
Achieve 85% or higher renewal rate
Grow book of business 3+% each quarter
Identify potential growth during customer engagement calls and account planning, resulting in the creation of expansion opportunities
Ensure average purchased seat utilization of 75% or higher
Ensure customer utilization of 3+ features in the platform
Complete and maintain ongoing customer information and success plans

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementRevenue RetentionCustomer ExpansionRenewalsUpsellsProject ManagementRelationship BuildingAccount PlanningProduct AdoptionCross-functional Collaboration

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the Qualio team is all-remote and distributed across North America, Europe, and Australia.

What are the key skills required for this Senior Customer Success Manager role?

You need 5+ years of Customer Success in a B2B SaaS company, proven expertise in driving account expansion in large accounts, experience building multi-threaded relationships, and great communication skills. Additional requirements include experience with customer success planning, Salesforce.com, CSP, GSuite, and exceptional organizational skills in a remote environment.

What benefits does Qualio offer?

Benefits include competitive salary, flexible holidays, unlimited time off, professional development stipend, and working space allowance/home office setup.

What is the specific salary range for this role?

This information is not specified in the job description.

What experience makes a strong candidate for this position?

Candidates with 5+ years in B2B SaaS Customer Success, expertise in account expansion, multi-threaded relationship building, and experience in quality, healthcare, or life sciences industries stand out. Nice-to-haves include familiarity with eQMS systems and regulations like ISO-9001, ISO-27001, ISO-27701, or ISO-13485.

Qualia

Business intelligence and data visualization solutions

About Qualia

Qualia Data Sciences focuses on providing business intelligence and data visualization solutions to enhance business operations through advanced analytics. Their main products include BusinessQ, which offers tools for data discovery and visualization, and Seery, an AI-driven platform that aids in data-driven decision making. They also create specialized analytics applications for Clover POS systems, which generate detailed reports and dashboards for various operational and payment processing needs. Qualia primarily serves clients in the US and Europe, but is open to forming global partnerships. Their revenue model is based on software licensing and service fees, with income generated from subscriptions and custom analytics solutions.

Zagreb, CroatiaHeadquarters

2015Year Founded

N/ACompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees

Benefits

Health Insurance

401(k) Retirement Plan

Commuter Benefits

Professional Development Budget

Parental Leave

Unlimited Paid Time Off

Risks

Emerging AI-driven analytics platforms offer similar services at lower costs, threatening market share.

Rapid AI technology evolution may outpace Qualia's offerings, requiring continuous innovation.

Data privacy concerns and regulations in the US and Europe could impact data collection.

Differentiation

Qualia offers specialized analytics apps for Clover POS systems, enhancing payment processing insights.

BusinessQ provides comprehensive data discovery and visualization tools for diverse business needs.

Seery, an AI-driven platform, supports data-driven decision making for businesses.

Upsides

Increased demand for AI-driven analytics in retail boosts Qualia's market potential.

Growing interest in real-time data visualization tools among SMEs benefits Qualia's offerings.

Expansion of cloud-based business intelligence solutions aligns with Qualia's product strategy.

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