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 6,000 people across the globe who think that’s work worth doing.
The Customer Success team is at the heart of Qualtrics and is responsible for renewing and expanding Qualtrics’ global base of existing customers. We have an industry-leading renewal rate and the rapid rate of growth of our business brings more customers into our book of business every day. We have an incredible foundation and our next opportunity is to continue to enhance the ways in which we help our customers by engaging more effectively and more proactively through digital channels.
We have built the foundational elements; we now look to rapidly accelerate our digital efforts to drive adoption, value realization, and ultimately net expansion for our base. The leader in this role owns both our digital engine and the scale book of business globally, and thus has the opportunity to:
We are looking for an ambitious leader, with a strategic mindset, to develop and execute a digital-first engagement strategy across our global customer base. This role is a key hire for the Customer Success Group this year and has huge potential for impact on experience, retention and maturity across our global customer base.
You will know you are doing an extraordinary job when the majority of Qualtrics customers leverage digital channels to receive value-add support, advice and best practice. Your work will massively increase digital engagement to help customers adopt Qualtrics technology and services, run more robust Experience Management Programs and ultimately solve business problems.
In this role, you will be directly responsible for developing an end to end digital engagement strategy for customers as well as leading the teams tasked with executing this strategy. Ultimately the aim of your activity is to;
Successful candidates must be a strong people leader that is comfortable developing strategies for success whilst simultaneously driving operational improvement. You must have strong organizational skills, be comfortable with ambiguity and solving previously unseen problems and can juggle multiple priorities. Strong communication skills and ability to work cross-functionally is also a must.
You will report to and work directly with the Global Head of Customer Success, and will directly or indirectly lead a number of teams across the Customer Success org. Digital First motion is the single most important operational shift we have in front of us across the Global Customer Success Organization - This is an outstanding opportunity for you to become the primary driver of this significant shift.
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.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
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, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.
