Senior Customer Success Manager

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 an all-remote globally distributed workforce with teammates in over ten countries.

What’s the opportunity?

You will work with our customers to uncover and understand their goals align on business objectives and be responsible for implementing account plans to grow and secure your portfolio. You will wear numerous hats daily while prioritizing the retention and expansion of our customers to ensure mutual success.

Your day-to-day is a mix of proactive and reactive work. The proactive work includes running customer meetings handling renewals up-sells and some project management. The reactive will consist of support and general account management duties.

What will I be doing?

• Maintain a revenue base by managing retaining and expanding a book of business

• Build strong relationships with your assigned customer portfolio and support them as their 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 your customers and proactively find ways to grow our customer base

What will I be measured on?

• Renewals

  • Maintain 85% or higher renewal rate

• Expansion

  • Grow book of business 3+% each quarter

  • Identify potential growth during customer engagement calls and account planning resulting in the creation of expansion opportunities

• Adoption

  • Average purchased seat utilization 75% or higher

  • Customer utilization of 3+ features in the platform

• Account Planning

  • Completion and ongoing maintenance of customer information and success plans

What skills do I need?

• 5+  years of Customer Success 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

We’d also like you to have:

• Experience in quality healthcare or life sciences industries

• Experience with eQMS systems

• Familiarity with the following regulations: ISO-9001 ISO-27001 ISO-27701 or ISO-13485

Benefits

In addition to playing an important role in building Qualio you'll receive:

• Competitive salary

• Flexible holidays

• Unlimited Time Off

• Professional development stipend

• Working space allowance / home office budget

• Opportunity to make a difference through helping life-saving products to 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.