Qualtrics
At Qualtrics, our mission is to close experience gaps. Qualtrics is the #1 XM platform.
Seattle, WA

Customer Success Manager (MBA)

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Why Qualtrics?

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!

The Challenge

The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

Qualtrics is seeking a full-time Customer Success Manager who can ensure our customers are lifetime Qualtrics champions. If you have a Bachelor’s degree, have 6+ years of customer-facing experience, have the ability to build positive relationships, and want to work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

The Expectation for Success

You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are an excellent communicator who empathizes with the audience. You are resourceful when facing challenges, and refuse to give up until our customers succeed.

A Day in the Life

  • Drive Customer Success in the Enterprise Business Segment
  • Develop relationships with influential users in a customer organization and convert them into Qualtrics champions
  • Handle a portfolio of 10-15 enterprise customer accounts and consult customers in their journey to increase research volume and quality through their adoption of Qualtrics
  • Understand customers’ business challenges and industry trends and consult on how Qualtrics can help them achieve their objectives
  • Implement standard methodologies in market research across a variety of use cases and industry verticals
  • Establish success plans that clarify customer goals and enable them to measure their progress
  • Prepare content that educates users on how to fully utilize the platform
  • Collaborate cross-functionally
  • Advocate for the needs of customers to leaders in different departments
  • Raise critical customer concerns internally and mobilize resources to resolve issues
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
  • Monitor Customer Health Metrics
  • Monitor product engagement and intervene as early as possible when risks and problems arise
  • Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth
  • Motivate our customers to conduct more research and carry their love of Qualtrics to other organizations
Jenny Lieb is a Principal Customer Success Consultant in Qualtrics' Provo, Utah office. She holds a Bachelors in Business Administration, with a focus in Computer Information Systems and Management from James Madison University, and a Masters in Business Administration from the University of Texas at Austin. Read more about Jenny's story to see a day in the life of a current CSM.

Minimum Requirements

  • MBA from a top-tier university.
  • Prior customer-facing experience preferred.

What Differentiates Us from Other Companies

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space
  • 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 office
  • We believe in sharing Qualtrics success which is part of the compensation for all employees

     

  • To learn more about what we value read about it directly from our employees Qualtrics Life stories


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What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
In 2020, we launched our global unconscious bias program. We aim to provide our employees with the tools to block and tackle the various types of biases that exist.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
We have ERGS championing people with disabilities, LGBTQ+, Veterans, Underrepresented Minorities, and Women's Leadership Development.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Our Wellness program includes not only an employee assistance program but, starting in 2022, will also include a Wellness bonus that employees can use on services to support their overall wellbeing.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Equity grants are considered annually based on performance and seniority level, and undergo annual refreshes.
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Qualtrics's parental leave is 6 weeks for all parents. Birthing parents are given an additional 6-8 weeks and have the option to take 2 weeks off before delivery.
Family medical leave
Adoption Assistance
We reimburse up to $10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Qualtrics offers unlimited sick days, which covers not only the employee but immediate family members. Kids are sick? Stay home without burning your vacation days.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
We serve catered lunch every day!
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Qualtrics's Wellness Reimbursement is $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
Home-office stipend for remote employees
Qualtrics's Work From Home Stipend is $750 for new employees to use in their first 45 days of employment.
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. Our benefits packages and workspaces are always subject to revision—but only for the better.

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