Key skills
Customer Success ManagementB2B SaaS experiencePeople managementAnalytical skillsEngagement strategiesReal estate industry knowledgeSaaSOKRsCommunicationCustomer SuccessAccount Management
About this role
Qualia is a leading B2B real estate technology company transforming the home buying and selling experience. They are seeking a Customer Success Manager Leader to oversee the Mid-Market Customer Success team, focusing on driving adoption, retention, and expansion for a diverse set of customers.
Responsibilities:
- Lead, coach, and develop a team of Mid-Market Customer Success Managers to meet or exceed retention and expansion targets
- Drive accountability against segment KPIs aligned to company OKRs
- Develop and operationalize a scalable engagement model for Mid-Market accounts, including executive business reviews, account planning, and success planning
- Partner cross-functionally to align on growth strategy, renewal forecasting, and risk mitigation
- Analyze portfolio trends and performance data to identify risks, opportunities, and operational improvements
- Ensure consistent delivery of value-focused customer engagements tied to customer business outcomes
- Serve as an escalation point for complex customer situations, including churn risk and executive-level concerns
- Contribute to process development, playbooks, and best practices that elevate the overall Customer Success organization
- Support hiring, onboarding, and ongoing enablement of CSM talent
Requirements:
- 3–5+ years of Customer Success or Account Management experience in B2B SaaS
- 2+ years of people management experience, ideally within Customer Success
- Experience managing teams supporting mid-sized or growth-stage customer segments
- Demonstrated success driving retention, expansion, and adoption in a quota-carrying or revenue-influencing role
- Strong analytical skills with the ability to use data to guide decisions and coach performance
- Experience developing structured engagement strategies (QBRs, account plans, success plans)
- Effective at navigating cross-functional relationships and aligning internal stakeholders around customer priorities
- Proven ability to manage escalations and complex customer conversations with confidence and professionalism
- Excellent verbal and written communication skills
- Familiarity with the real estate or title industry