Sr. Manager, Customer Success Operations

Remote Available (USA or Canada)

The Opportunity 

We are looking for someone who will play a crucial role in supporting the explosive customer growth of Qualified. You will help the Customer Success organization scale by providing insights, cross-functional partnership, and operational execution. Sample projects range from the strategic to the very operational including building out processes in Salesforce, supporting the creation of the retention strategy, evaluating growth opportunities, business planning, customer segmentation and regular review of key performance metrics.

What You’ll Be Doing

  • Working hard, learning a ton, and having fun every day
  • Administer the Customer Success Implementation Methodology & Process in Salesforce
  • Deliver recommendations and insights around customer success to senior leadership and manage their KPIs
  • Identify technical obstacles early and work closely with the team to find creative solutions to build prototypes & develop deployment strategies, procedures, road maps etc.
  • Proactively identify trends, risks, and opportunities in the business to influence and set market / account strategy
  • Provide thought leadership on the application and usage of data frameworks to accomplish business objectives
  • Understand the underlying data architecture supporting Customer Success and how to use it to report on business performance
  • Identify and optimize the true drivers of financial performance, productivity, customer engagement and other metrics
  • Assist in developing and delivering presentations for senior executives to engage with their leaders or counterparts

Desired Skills/Experience

  • Bachelor’s degree and 3+ years experience within a Finance or go-to-market strategy, operations and/or analytics role at a SaaS-based company.
  • Previous experience using Salesforce CRM with an understanding of their basic structure and advanced reporting capabilities
  • Experience using SQL to pull large data sets.
  • Expert in Excel, PowerPoint, and G Suite.
  • Exceptional interpersonal skills—you are able to establish yourself as a trusted business partner who can influence decision-making and outcomes.

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