North America
Remote
Senior
Full Time
26 days ago
remotecustomer successmanagementSaaS
Requirements
- •6+ years experience in SaaS Customer Success Management
- •4+ years of management experience leading Customer Success teams
- •Proven track record driving GRR and NRR outcomes across a customer portfolio
- •Experience implementing customer engagement models and CSM playbooks that deliver results
- •Ability to use data to track performance, identify trends, and make continuous improvements
- •Strong cross-functional collaboration skills — comfortable working with Sales, Product, and Leadership
- •Adaptable and effective in a fast-paced, remote-first environment
What You'll Do
- •Lead, coach, and hold a team of Customer Success Managers accountable to performance expectations
- •Drive customer retention by monitoring churn signals and implementing proactive engagement strategies
- •Execute expansion strategies in partnership with go-to-market teams to contribute to NRR targets
- •Build and optimize repeatable CSM playbooks based on customer journey and segment data
- •Analyze customer data to identify success patterns and improve team engagement approaches
- •Represent the voice of the customer by collaborating cross-functionally with Sales, Product, and Support
- •Provide executive-level escalation support to protect and strengthen key customer relationships
Benefits
- •Competitive salary
- •Matching 401k
- •Medical, Dental, and Vision Benefits
- •Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
- •Unlimited PTO policy
- •Company allowance for home office supplies
- •12 weeks paid parental leave
- •Opportunity to make a difference through helping life-saving products get to market
About Qualio
Qualio is a quality management system helping life sciences companies bring quality products to the market.
San Francisco, CA, US
100 - 250
Biotechnology