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Role Description

We are seeking a Customer Success Manager Leader to oversee Qualia’s Mid-Market Customer Success team. This leader will guide a team responsible for driving adoption, retention, and expansion across a diverse set of customers who are rapidly evolving in scale, operational sophistication, and strategic needs. You will define and refine the engagement model for this segment, ensuring that our customers realize meaningful business value throughout their lifecycle with Qualia.

The ideal candidate brings a blend of operational rigor, customer-centric thinking, and strong leadership capabilities. You will coach and develop a team of Customer Success Managers, build scalable processes, and partner cross-functionally to ensure our customers experience consistent value and support. You will also represent the unique needs of the Mid-Market segment internally—informing product direction, influencing company strategy, and shaping programs that support sustained customer growth.

This role will work closely with Sales, Growth Management, Support, Product, Marketing, and Operations. The position reports to the Director of Customer Success. Key measures of success include:

• Gross and net retention
• Product adoption
• Expansion revenue
• Customer sentiment
• Operational efficiency
• Employee engagement and development

Responsibilities

• Lead, coach, and develop a team of Mid-Market Customer Success Managers to meet or exceed retention and expansion targets
• Drive accountability against segment KPIs aligned to company OKRs
• Develop and operationalize a scalable engagement model for Mid-Market accounts, including executive business reviews, account planning, and success planning
• Partner cross-functionally to align on growth strategy, renewal forecasting, and risk mitigation
• Analyze portfolio trends and performance data to identify risks, opportunities, and operational improvements
• Ensure consistent delivery of value-focused customer engagements tied to customer business outcomes
• Serve as an escalation point for complex customer situations, including churn risk and executive-level concerns
• Contribute to process development, playbooks, and best practices that elevate the overall Customer Success organization
• Support hiring, onboarding, and ongoing enablement of CSM talent

Qualifications

• 3–5+ years of Customer Success or Account Management experience in B2B SaaS
• 2+ years of people management experience, ideally within Customer Success
• Experience managing teams supporting mid-sized or growth-stage customer segments
• Demonstrated success driving retention, expansion, and adoption in a quota-carrying or revenue-influencing role
• Strong analytical skills with the ability to use data to guide decisions and coach performance
• Experience developing structured engagement strategies (QBRs, account plans, success plans)
• Effective at navigating cross-functional relationships and aligning internal stakeholders around customer priorities
• Proven ability to manage escalations and complex customer conversations with confidence and professionalism
• Excellent verbal and written communication skills
• Familiarity with the real estate or title industry (Preferred)

Benefits

• Comprehensive health plans
• 401k program
• Commuter benefits
• Professional development
• Parental leave
• Flexible time off policy
• Robust online onboarding program
• Biweekly all hands meetings
• Variety of internal virtual events to keep employees connected

Company Description

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.