Senior Manager of Lender Success

At Qualia, we’ve built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.

We are seeking a leader to manage our Lender Customer Success team. Our Lender Success team consists of two functions. Customer Success Managers who are responsible for the onboarding and ongoing success of Lender clients and a Fulfillment team who drive title company adoption of the Lender integrations. 

This leader will be responsible for building and scaling a high performing team, establishing and optimizing our customer success processes, working closely with product to prioritize feature enhancements and rollout additional lender products over time.

This role will also work cross-functionally with sales, support, product, and marketing to ensure there is company-wide support for Lender accounts. This role reports directly to the VP of Customer Success.

Key measures of success will be gross and net retention, time to value, level of product adoption, and employee engagement and development.

• Achieving key performance metrics related to onboarding success, adoption, expansion, retention, & NPS
• Building a high performing team through effective hiring, development, and coaching 
• Reporting and monitoring team performance, including identifying quality and efficiency improvements
• Defining and delivering an exceptional customer experience for customers in this segment
• Managing stakeholder relationships with cross-functional stakeholders, including Sales, Product, Marketing, Renewals, Operations and Support. 
• In addition to serving as the escalation point of contact this leader should develop and maintain relationships with executives at the most valuable Lender accounts. 

• 2+ years managing Customer Success teams of at least 6+ people
• Significant experience as a customer success manager or account manager
• Highly effective at navigating the cross-functional relationships and aligning company-wide resources to support key accounts
• Able to independently create and reinforce new processes to be adopted across the team.
• Experienced at defining objectives and cascading key results that align to company business objectives
• Effective at resolving complex customer situation including escalations or churn risk
• Experience with interviewing and hiring candidates
• Excellent verbal and written communication

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. In order to continue building an engaging and dynamic organization, we’re committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

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.