Customer Success Manager - BX (Brand Experience / Strategy and Research)

About the Role

Key Responsibilities

• Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their Qualtrics programs.
• Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their programs.
• Partner closely with sales counterparts to build account plans and strategies that accelerate growth.
• Work closely with cross functional team members to plan, negotiate, and execute the renewal strategy, including developing formal RFP responses.
• Enable customers on how to fully utilize the platform and understand what to expect from our product roadmap.
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities.
• Champion customer needs internally and mobilize resources to resolve issues.
• Provide clear and timely communication with clients that drive to resolution on any requests and/or issues.
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers.

Requirements

• Bachelor's degree from a competitive university.
• 3+ years experience working in a technical, consulting, or client-facing role.
• Experience working in an applied market research setting (agency or client side).
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers.
• Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey information in compelling ways.
• Strong communication skills, both written and verbal, and comfort asking tough questions to better understand problems.
• Experience presenting pricing and working through contract negotiations.
• Ability to clearly and succinctly articulate technical concepts to a non-technical audience.
• Detail-oriented with an ability to prioritize and meet deadlines.
• Strategic thinker, able to proactively identify potential problems and work to find creative solutions.
• Ability to work effectively with cross functional teams to accomplish goals and address challenges.

Nice to Have

• Familiarity with brand tracking research methodologies and sample strategy.
• Experience in driving consumption and maturity of customer programs, including renewal and expansion processes.
• Knowledge of software platforms and technical troubleshooting skills.

Qualifications

• Bachelor's degree from a competitive university.
• 3+ years experience in a technical, consulting, or client-facing role.

Benefits & Perks

• Work life integration with frequent office events, team outings, and happy hours.
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year).
• Qualtrics Wellness Program - $1,200 for wellness-related expenses annually.
• XM Day - an annual day of service to give back to the community.
• 30 paid days off - 15 PTO, 5 Personal Days, 10 Holiday Closures (additional after a year).
• Standard benefits including medical, dental, vision, life insurance, snacks, drinks, and free lunches.
• Hybrid work model: in-office three days a week, with flexible remote work for the rest.