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

New Yesterday

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform-we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention-but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won't have to look to find growth opportunities-ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.
Customer Success Manager - Strategy and Research
Why We Have This Role
The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout the entirety of their Qualtrics engagement, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face.
We are looking to add a Customer Success Manager to the Strategy and Research Team to meet the evolving needs of our ever-expanding base of customers and deliver a great customer experience.
We are looking for a resourceful individual to join our team who isn't afraid to dive into the details and understand the tools our customers use, and work with them to realize long-term value.
How You'll Find Success
Customer Success Managers are Qualtrics experts who work with our clients and customers to realize the potential of the Qualtrics product.
In this role, you will work with clients to understand the customers programs and objectives, and leverage your expertise to build programs that drive adoption and value for the customer.
Customer Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers' programs, and deepen relationships with the clients they support.
As a Customer Success Manager, you should both be a strategic thinker, who can create a vision for the long term potential of customers programs, excelling at nurturing relationships to deliver exceptional client service.
How You'll Grow
Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end-to-end experience for customers
Develop critical customer relationship and communication skills to develop impactful, trusted relationships
Become familiar with brand tracking research methodologies and sample strategy as you work collaboratively with customers and cross functional team members as you work to evolve brand tracking programs
Understand how to drive consumption and maturity of our customers (i.e., usage) and facilitate commercial aspects of renewal and expansion (i.e., net annual recurring revenue)
Enhance your software platform knowledge and technical troubleshooting skills
Things You'll Do
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
What We're Looking For On Your Resume
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 is comfortable asking tough questions to unearth opportunities and better understand problems to solve for
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, ability to proactively identify potential problems before they become problems and work to find creative solutions
Ability to work effectively with cross functional teams to accomplish goals, address challenges while removing roadblocks
What You Should Know About This Team
The Strategy and Research product pillar includes UX, Brand Experience (BX) and Strategic Research (qualitative and quantitative research and analytic solutions). Our product offerings provide customers with a dynamic approach to conducting research that enables clients to make smarter and faster decisions in the areas that matter most.
Strategic research is core to the Qualtrics offering and the BX product launched in 2019 and UX launched in 2024. These products have seen tremendous success and are a major growth opportunity for Qualtrics.
Our Team's Favorite Perks and Benefits
Work life integration is deeply important to us - we have 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 - A Qualtrics dedicated annual day of Service where employees are encouraged to use the day to give back to their community in any way they chose
30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
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Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit Qualtrics US Benefits (https://www.qualtrics.com/careers/us/en/us-benefits) .
Illinois Annual Pay Transparency Range
$81,500-$121,500 USD
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Location:
Chicago, IL, United States
Job Type:
FullTime
Category:
Office And Administrative Support Occupations

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