Global Head of Digital & Scale Customer Success

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 22K 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 5,000 people across the globe who think that’s work worth doing.

Why We Have This Role

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: 

• Accelerate our digital strategy, scaling channels, building content, and deploying proactively to customers
• Lead our scale book of business globally–leading with the digital engine, and deploying it to maximize net expansion in that book
• Use customer data and insights to better serve value-added content to help customers use, adopt, and expand on the platform–in an increasingly intelligent and scalable way
• Create strong handoffs between digital engagements and frontline Customer Success personnel across all tiers of our business

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. 

How You’ll Find Success

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;

• Further increase our industry-leading Renewal and Expansion rates
• Create leverage by building out a team to scale value delivery to customers 
• Enhance customer experience by streamlining customer engagements

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.

How You’ll Grow

• Own both a large portion of our global business–and the channels/mechanisms needed to engage that part of the book. 
• You get to define a strategy, deploy it in your book to maximize the outcome, and iterate and refineSpeed of impact–many of the foundational elements have been established; this role is now all about experimenting with customer engagements, choosing what works, and scaling it up quickly
• Strategic leader across our entire global business–part of a leadership team that is charged with looking after Qualtrics’ entire customer base, shaping the digital model across the whole company

Things You’ll Do

• Define and execute the Qualtrics strategy for digitally renewing, maturing, and expanding an expansive customer portfolio
• Create stakeholder alignment across owners of all digital and scalable engagement channels
• Drive digital and frontline teams to collaborate in order to create leverage, improve customer experience and create Qualtrics champions across our customer base
• Have a “CEO Mindset” and partner with cross-functional counterparts in Sales, Marketing, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings, mature our industry-leading platform, fine-tune our go-to-market motion, and improve the overall CX
• Grow and lead a rapidly expanding, diverse, and high performing team of world-class Digital and XM professionals
• Drive teams across multiple disciplines to build a digital engine to create targeted experiences across a variety of products and channels to improve active user engagement with multiple customer segments and customize content depending on where they are in the lifecycle
• As a key member of the Customer Success leadership team;
• Contribute to the steering the Global Customer Success function
• Help to build, define, and architect the experience management category, and champion it to the world as one of the fastest-growing segments in the experience economy

What We’re Looking For On Your Resume

• 10+ years experience in a combination of SaaS, strategy, consulting, operations, product management, and/or an equivalent field
• Experience with Digital/Adoption Marketing and/or Digital Customer Success
• Prior experience building and deploying digitally-enabled customer motions preferred
• Past experience in leading successful teams that work effectively cross functionally preferred
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members
• Proven track record of successfully building scalable business operations and delivering key business results
• Demonstrated ability to bring structure to and succeed in complex whitespace
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end
• Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity
• Ability to be efficient with limited resources, to understand business needs and to communicate and present to C-Level personnel effectively
• Ability to have scale impact across the business, thinking holistically about the industry and Qualtrics partnership with our customer base
• Bachelor’s degree with a concentration in science, technology, engineering, commerce, business or a related field; MBA from a top university preferred

What You Should Know About This Team

• We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction.
• We love to collaborate with teams across the organization while also being able to work independently and be a self-starter.
• A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders.

Our Team’s Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
• We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office
• We believe in sharing Qualtrics success which is part of the compensation for all employees
• To learn more about what we value read about it directly from our employees Qualtrics Life stories

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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