Senior Customer Success Manager

<h1><strong>About Us</strong></h1>

<p>Qualio is a unified quality and compliance management platform that helps regulated organizations get products to market faster with reduced risk. Trusted by biopharma, medtech, and diagnostics companies worldwide, Qualio eliminates fragmented systems that create audit delays and compliance blind spots. Our platform enables audit readiness in weeks through multi-standard automated gap analysis and evidence reuse across ISO and FDA requirements. Qualio is ISO 27001, ISO 9001, and ISO 27701 certified, reflecting our commitment to security, quality, and privacy.</p>

<p>The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.</p>

<h1><strong>What’s the opportunity?</strong></h1>

<p>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.</p>

<p>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.</p>

<h1><strong>What will I be doing?</strong></h1>

<ul>

<li>Maintain a revenue base by managing retaining and expanding a book of business</li>

<li>Build strong relationships with your assigned customer portfolio and support them as their the key contact and advocate </li>

<li>Drive upgrade revenue from deep understanding of customers’ business and goals to identify opportunities for product feature adoption and expanded usage</li>

<li>Collaborate with Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base</li>

</ul>

<p><strong>What will I be measured on?</strong></p>

<ul>

<li>Renewals</li>

<ul>

<li>Maintain 85% or higher renewal rate</li>

</ul>

<li>Expansion</li>

<ul>

<li>Grow book of business 3+% each quarter</li>

<li>Identify potential growth during customer engagement calls and account planning resulting in the creation of expansion opportunities</li>

</ul>

<li>Adoption</li>

<ul>

<li>Average purchased seat utilization 75% or higher</li>

<li>Customer utilization of 3+ features in the platform</li>

</ul>

<li>Account Planning</li>

<ul>

<li>Completion and ongoing maintenance of customer information and success plans</li>

</ul>

</ul>

<h1><strong>What skills do I need?</strong></h1>

<ul>

<li>5+  years of Customer Success in a B2B SaaS company</li>

<li>Proven expertise in driving account expansion in large accounts</li>

<li>Experience in building multi-threaded relationships in assigned customer accounts</li>

<li>Demonstrated experience as a trusted advisor to customers</li>

<li>Great communication skills across multiple mediums (video conference, phone, email)</li>

<li>Experience in customer success planning</li>

<li>Experience with Salesforce.com, CSP (Customer Success Platform), GSuite (or similar softwares)</li>

<li>Exceptional organizational and time management skills</li>

<li>The ability to thrive in a remote, fast-paced environment</li>

</ul>

<p><strong>We’d also like you to have:</strong></p>

<ul>

<li>Experience in quality, healthcare or life sciences industries</li>

<li>Experience with eQMS systems</li>

<li>Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, or ISO-13485</li>

</ul>

<h1><strong>Benefits</strong><strong> </strong></h1>

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

<ul>

<li>Competitive salary</li>

<li>Flexible Time Off</li>

<li>Professional development stipend</li>

<li>Working space allowance / home office budget</li>

<li>Opportunity to make a difference through helping life-saving products to get to market</li>

</ul>

<h1><strong>A note to candidates:</strong></h1>

<p>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.</p>