Customer Success Manager (Ireland/UK - Remote)

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.

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.

• Be the key contact and advocate for your assigned customer list
• Maintain a revenue base by managing account support, retention, and renewal
• Drive upgrade revenue from new product feature adoption and expanded usage
• Collaborate with the 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 90% or higher renewal rate
• Expansion
• Grow book of business with Account Manager 5% each quarter
• Identify potential growth during customer engagement calls resulting in the creation of 7 CSQL’s per quarter
• Adoption
• Average purchased seat utilization 75% or higher
• Customer utilizing more than 3 features in the platform

• 3+  years of Customer Success in a B2B SaaS company
• Proven expertise in driving account expansion
• Organizational framework
• Demonstrated experience as a trusted advisor to customers
• Great communication skills across multiple mediums (video conference, phone, email)
• Experience with Salesforce.com, Gainsight, GSuite (or similar softwares)
• Exceptional organizational and time management skills
• The ability to thrive in a fast-paced environment

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

• Competitive salary
• Flexible holidays
• Unlimited vacation
• Professional development stipend
• Working space allowance / home office budget
• Opportunity to make a difference through helping life-saving products to get to market

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.