Director, Customer Success

About Us

Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.

The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.

What’s the opportunity?

The Director, Customer Success is responsible for creating “customers for life”. As the leader of the global team, your primary focus will be on customer retention and expansion. You will achieve this by implementing proactive strategies that enhance customer engagement and drive the adoption of the Qualio platform. Your efforts will contribute to the overall success and growth of the company.

What will I be doing?

• Support and enhance the overall vision and strategic plan for the Customer Success organization - focusing on increasing product adoption, leading a positive customer experience, and driving growth.
• Discover and understand early churn signals and drive processes throughout the organization to reduce churn and increase customer advocacy.
• Provide escalation support to ensure win-win scenarios for customers and Qualio
• Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation while leading a culture of continuous improvement
• Champion the voice of the customer through partnerships with cross-departmental teams to define and develop strategies to improve revenue growth.
• Utilize data to develop a nuanced understanding of key drivers for customer success and value, and build a scalable CSM engagement model to deliver results
• Hire, retain and develop a team of rock-star managers and individual contributors. Help create the next generation of Customer Success leaders by developing and mentoring managers, and promoting a culture of excellence, best practices and innovation for all team members

What skills do I need?

• Senior Leadership experience. 5+ years of management experience leading Customer Success teams and/or Sales teams.
• Customer experience and engagement strategies. Proven track record designing CSM engagement models that not only deliver strong customer outcomes, but exceptional experiences that drive customer advocacy.
• Operational excellence. Skilled at designing and implementing processes and systems that are scalable, repeatable, visible and measurable. Effectively utilize data to continuously improve performance.
• Results and data driven. Effective at setting goals, tracking success metrics and motivating the team to achieve results. Understands how to leverage data to optimize strategy and execution.
• Collaboration and teamwork. Partner effectively with other cross-departmental teams to deliver seamless customer experiences, and highly effective feedback loops to represent the Voice of the Customer in order to help improve Qualio’s products and services.
• Agility and adaptability. Comfortable operating in ambiguity and adjusting to shifting business priorities.
• Ability to attract, retain and develop top talent. Adept at identifying and attracting high performers while developing high-potential team members to maximize team performance.
• Creativity/innovation. Generate new and innovative approaches to problems to achieve desired results and deliver exceptional customer experiences. You understand that Customer Success is a dynamic and innovative function in a SaaS company, and is inspired to continually learn and adapt new practices.

We’d also like you to have:

• Experience defining, developing and delivering recurring services offerings with proven revenue growth and customer satisfaction
• Experience in quality, healthcare or life sciences industries
• Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-13485

Role KPIs

• Net Retention Rate
• Expansion ARR/Attach Rate
• Renewal Rate
• Customer Health

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

A note to candidates:

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.