Senior Solution Manager, Customer Journey

Qualtrics; United States; Hybrid; USD 172,000 - 228,000; Full time

Benefits offered by this job

Global wellness & flexibility

Health & retirement benefits

Community & inclusion

Qualtrics hybrid work model

Job summary

Qualtrics is seeking a Senior Solution Manager, Customer Journey, to act as the operational architect for how new products reach the market and scale. You will design business and service processes, connect field teams with Product Management, and lead cross‑functional teams through ambiguity to drive structured execution.

You will influence product roadmaps, develop scalable workflows, and craft assets for field teams.

Qualifications

• 15+ years of extensive background in GTM operations, services strategy, or product operations within a complex SaaS environment.
• Proven track record of managing complex launch plans, dependencies, and risks across multi-disciplinary teams.
• Experience mapping and optimizing workflows across quote-to-cash, implementation, and onboarding.
• Hands-on experience creating scoping tools, SOW templates, delivery methodologies, and field playbooks.
• Familiarity with enterprise frameworks and platforms such as Salesforce, Gainsight, Highspot, or similar tools.

Responsibilities

• Own and execute end-to-end readiness plans that transition new products from release to repeatable sales and delivery.
• Design and optimize customer lifecycle processes across quoting, provisioning, implementation, support, and renewal to reduce friction.
• Develop practical sales and delivery assets including deal qualification guides, scoping tools, pricing references, SOW templates, and delivery playbooks.
• Manage multi-team project plans, track readiness milestones, mitigate launch risks, and align stakeholders across Sales, Services, Legal, Deal Desk, and Finance.
• Provide feedback loops to translate customer and field insights into product roadmap recommendations.

Skills

GTM operations

Cross-functional leadership

End-to-end process mapping

Field & sales asset development

Enterprise SaaS tools

Tools

Salesforce

Gainsight

Highspot

Job description

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 microphone 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.

Senior Solution Manager, Customer Journey

Why We Have This Role

At Qualtrics, our Customer Journey function ensures every customer experiences a connected, predictable path from first conversation through adoption, renewal, and expansion. As Senior Solution Manager, you will be the operational architect behind how new products and services reach the market and scale successfully. You will design the business and service processes that make offerings sellable, deliverable, and supportable, serving as the critical bridge connecting our field teams, customers, and Product Management. In this senior individual contributor role, you will lead through influence to bring structure to ambiguity and align cross-functional teams across the entire organization.

How You’ll Find Success

Navigates Ambiguity: Takes initiative in complex, unstructured environments to map clear paths forward and build scalable operational standards.

Influences Without Authority: Builds trust and drives alignment across senior stakeholders in Sales, Services, Customer Success, Product, and Operations.

Process Architect Mindset: Obsessed with end-to-end workflow design—identifying handoff risks, reducing friction points, and optimizing quote-to-cash and delivery models.

Evidence-Based Communicator: Synthesizes complex field and customer insights into concise, actionable feedback that influences product roadmaps and executive decisions.

Systems & Strategic Thinker: Connects big-picture GTM strategy with hands-on asset creation (scoping tools, playbooks, SOW templates) to enable repeatable execution.

How You’ll Grow

Expand your strategic impact by shaping end-to-end GTM readiness for next-generation enterprise SaaS products across global markets.

Broaden your executive influence by partnering directly with cross-functional leadership across Sales, Product, Services, and Finance.

Deepen your operational expertise in scaling enterprise customer lifecycles, engagement frameworks, and SaaS delivery models.

Develop repeatable frameworks, playbooks, and standards that set the benchmark for product launches company-wide.

Things You’ll Do

• Accelerate GTM Product Readiness: Own and execute the end-to-end readiness plan that transitions new products and services from release to repeatable sales and delivery.
• Build Scalable Business & Service Workflows: Design and optimize customer lifecycle processes across quoting, provisioning, implementation, support, and renewal to eliminate operational friction.
• Enable Field Execution: Develop practical sales and delivery assets—including deal qualification guides, scoping tools, pricing references, SOW templates, and delivery playbooks.
• Drive Cross-Functional Alignment & Execution: Manage multi-team project plans, track readiness milestones, mitigate launch risks, and hold stakeholders accountable across Sales, Services, Legal, Deal Desk, and Finance.
• Influence Product Strategy: Establish feedback loops to gather customer and field insights, translating them into structured, evidence-based recommendations for Product Management.

What We’re Looking For On Your Resume

• Enterprise SaaS GTM Experience: 15+ years of extensive background in GTM operations, business readiness, services strategy, customer success operations, or product operations within a complex SaaS environment.
• Proven Cross-Functional Program Leadership: Demonstrated track record of managing complex launch plans, dependencies, and risks across multi-disciplinary teams.
• End-to-End Process Mapping: Proven ability to map and optimize complex workflows across quote-to-cash, implementation, and customer onboarding.
• Field & Sales Asset Development: Hands-on experience creating scoping tools, SOW templates, delivery methodologies, and field playbooks.
• Tool & Framework Familiarity: Background with enterprise frameworks and platforms such as Salesforce, Gainsight, Highspot, or similar customer success tools.
• Domain Knowledge (Bonus): Experience with experience management (CX), research technology, or partner/SI delivery models.

What You Should Know About This Team

• High-Impact Connective Tissue: We sit at the intersection of Product, Sales, and Operations—directly impacting how our business grows and how customers experience Qualtrics.
• Action-Oriented & Collaborative: We thrive on solving hard operational puzzles together and empowering each other to lead without red tape.
• Standard-Setters: We build the foundational frameworks and playbooks that turn one-off successes into scalable, repeatable global practices.
• Committed to Growth: We actively support continuous learning, professional development, and expanding your leadership footprint across the organization.

Our Team’s Favorite Perks and Benefits

• Global Wellness & Flexibility: Competitive time-off policies, flexible working arrangements, and wellness stipends to support work-life balance.
• Comprehensive Health & Retirement: Industry-leading health coverage options and generous retirement matching programs.
• Community & Inclusion: Active Employee Resource Groups (ERGs) and dedicated team-building events that foster a strong sense of belonging.
• 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. #hybrid

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.

For full-time positions, this pay range is for base per year; however, base pay offered within this range 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. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.

Remote Base Annual Pay Transparency Range
$171,500—$228,000 USD