Customer Success Program Manager 

Remote Available (USA or Canada)

The Opportunity

We are looking for a Program Manager who will be responsible for driving projects within the Customer Success organization. This position plays a key role in cross-functional team leadership and driving teams to ensure project success. You will work closely with the Customer Success leaders to define the projects, ensure teams are on track for successful execution of key deliverables, milestones and outcomes required for initiative success. The ideal candidate will deeply understand our product offerings and customer success methodologies. In parallel, they will be in tune with our customers and what it takes to deliver a great customer experience and value from our platform.

What you’ll be doing

  • Working hard, learning a ton, and having fun every day
  • Building programs to enable the CS organization to scale quickly as we bring on new customers, team members and products
  • Own the end-to-end process from ideation to execution, including requirements gathering, design, build, measurement, and iteration.
  • Evaluate existing processes and procedures. Make recommendations and drive process improvement and adoption of best practices (processes, tools, etc) to improve efficiency and effectiveness.
  • Work closely with the Customer Success team to proactively and regularly identify challenges that require operational solutions.
  • Interface with our internal Operations and Product teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions.
  • Sample programs would include: CSM Enablement, Customer Feature Request,  and Customer Advisory

Desired Skills/Experience

  • Bachelor's degree or equivalent experience
  • Strong project management skills and ability to mobilize cross-functional teams
  • 3-5+ years of work experience, preferably in SaaS technology or professional services
  • Ability to assess problems and solve them with a strong sense of urgency while thinking strategically and focusing on business growth
  • Experienced with SQL, Excel/Google Sheets, BI reporting tools (e.g. Tableau, Looker)
  • Enterprise SaaS experience: deliver programs from an enterprise level point of view
  • Strong oral and written communications skills
  • PMP Certification is a plus

About Qualified

Qualified is the #1 conversational sales and marketing platform for Salesforce, on a mission to disrupt how B2B companies meet with their buyers.

Headquartered in San Francisco, Qualified was founded in 2018 by serial entrepreneurs Kraig Swensrud (former CMO of Salesforce.com) and Sean Whiteley, a duo with a proven track record in enterprise software. Their first company, search marketing firm Kieden, was acquired by Salesforce in 2006, Their second company, online survey and customer experience platform GetFeedback, was acquired by Campaign Monitor in 2014, and later acquired by SurveyMonkey in 2019. Qualified is an early-stage, fast-paced, fast-growing startup in the SOMA area of San Francisco. The company has raised $68M in venture funding, and is backed by Norwest Venture Partners, Redpoint Ventures, and Salesforce Ventures.

Qualified has three main values that are carried throughout everything they do: 

Customers First, Always: Prioritize the customer above everything else. Build a product that our customers love. Establish ourselves as their trusted advisor and do “whatever it takes” to make them successful. Only when our customers win do we win.

One Team: We’re all in this together with a shared goal: grow the business. Work as a team, win as a team. Collaborate, strategize, and brainstorm across departments to deliver A+ work.

Think Big, Move Fast:  We’re defining a new category. Fast-paced innovation is the name of the game. We look forward. We reimagine. We throw out new ideas. We test things. We move quickly. We challenge the norm. We don’t settle for the status quo.

On the heels of their Series B financing, Qualified is looking to grow the team so that they can do even more, even faster; they’re focused on delivering our customers more innovation, additional services, an expanded product portfolio, and even deeper ties into the Salesforce CRM platform. Qualified is looking for folks that are fired up about joining a fast-paced, fast-growing company that is doing big things. 

Diversity & Inclusion

Qualified is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Apply now