Customer Success Manager - Resware

Qualia is a leading B2B real estate technology company that transforms the home buying and selling experience. They are seeking an experienced Customer Success Manager to support and grow their SMB and mid-market customers, ensuring success and satisfaction with the Resware product.

Responsibilities:

• Build and maintain strong, long-lasting client relationships through being a trusted guide and valued collaborator
• Keep current on our evolving solutions and identify opportunities for your assigned customers to improve their business (and our revenue)
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Quarterback software optimizations and onboarding transitions for assigned accounts, in close partnership with our Professional Services team
• Predict, track, and report on account health metrics, including customer satisfaction, adoption, and renewal revenue
• Assist in contract renewals and service agreement negotiations with a focus on retention and growth
• Collaborate with the Product team to surface customer feedback and influence improvements to the Resware experience
• Help design and refine scalable account management processes, structures, and tools that benefit the broader team
• Handle periodic client escalations with care and professionalism, knowing when to engage additional resources

Requirements:

• Experience as a CSM, Account Director, Account Manager, or Key Account Manager
• Experience and knowledge in the Real Estate Title Insurance industry and with the Resware product are required
• Ability to drive revenue from top accounts through a consultative, relationship-driven sales approach
• Good listener who can understand customer needs and communicate Resware's value proposition
• Ambitious, enthusiastic, tenacious, and a top performer with a track record of consistently exceeding goals
• Demonstrable work with and influence of key stakeholders at all levels of an organization, including executive and C-level
• Excellent written and verbal communication skills
• Proven ability to juggle multiple accounts at a time, while maintaining attention to detail
• Experience working with complex Enterprise software for large complex accounts
• Solid experience with CRM software (e.g. Salesforce, Zoho, or HubSpot) and productivity software (Microsoft Office or Google G-Suite)