Customer Success Manager - BX (Brand Experience / Strategy and Research)

• Customer Success Managers are Qualtrics experts who work with our clients and customers to realize the potential of the Qualtrics product.
• In this role, you will work with clients to understand the customers programs and objectives, and leverage your expertise to build programs that drive adoption and value for the customer.
• Customer Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs, and deepen relationships with the clients they support.
• As a Customer Success Manager, you should both be a strategic thinker, who can create a vision for the long term potential of customers programs, excelling at nurturing relationships to deliver exceptional client service.

• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end-to-end experience for customers
• Develop critical customer relationship and communication skills to develop impactful, trusted relationships
• Become familiar with brand tracking research methodologies and sample strategy as you work collaboratively with customers and cross functional team members as you work to evolve brand tracking programs 
• Understand how to drive consumption and maturity of our customers (i.e., usage) and facilitate commercial aspects of renewal and expansion (i.e., net annual recurring revenue)
• Enhance your software platform knowledge and technical troubleshooting skills

• Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their Qualtrics programs
• Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their programs
• Partner closely with sales counterparts to build account plans and strategies that accelerate growth 
• Work closely with cross functional team members to plan, negotiate, and execute the renewal strategy, including developing formal RFP responses.
• Enable customers on how to fully utilize the platform and understand what to expect from our product roadmap
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
• Champion customer needs internally and mobilize resources to resolve issues
• Provide clear and timely communication with clients that drive to resolution on any requests and/or issues.
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers

• Bachelor’s degree from a competitive university
• 3+ years experience working in a technical, consulting, or client-facing role
• Experience working in an applied market research setting (agency or client side)
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
• Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey information in compelling ways.
• Strong communication skills, both written and verbal and is comfortable asking tough questions to unearth opportunities and better understand problems to solve for 
• Experience presenting pricing and working through contract negotiations 
• Ability to clearly and succinctly articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Strategic thinker, ability to proactively identify potential problems before they become problems and work to find creative solutions 
• Ability to work effectively with cross functional teams to accomplish goals, address challenges while removing roadblocks 

• The Strategy and Research product pillar includes UX, Brand Experience (BX) and Strategic Research (qualitative and quantitative research and analytic solutions). Our product offerings provide customers with a dynamic approach to conducting research that enables clients to make smarter and faster decisions in the areas that matter most.
• Strategic research is core to the Qualtrics offering and the BX product launched in 2019 and UX launched in 2024. These products have seen tremendous success and are a major growth opportunity for Qualtrics.

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• Qualtrics Wellness Program - $1,200 for Wellness related expenses annually
• XM Day - A Qualtrics dedicated annual day of Service where employees are encouraged to use the day to give back to their community in any way they chose
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit Qualtrics US Benefits.