Senior Technical Customer Success Lead

Qualtrics; Reston (VA); Hybrid; USD 98,000 - 119,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Wellness reimbursement

Mental health benefits

Job summary

Qualtrics is seeking a Senior Analyst, Technical Customer Manager to lead delivery and ongoing success of customer experience programs across industries such as Restaurant, Retail, Travel and Hospitality.

You will partner with customers through onboarding, optimization and value realization, acting as the technical trusted advisor for medium to large-scale implementations and driving measurable business impact.

Qualifications

• 3+ years of experience in leading complex customer-facing programs that deliver measurable outcomes.
• Strong technical aptitude with ability to advise and deploy platform capabilities at scale.
• Proven ability to plan and execute multiple projects with cross-functional teams and budgets.
• Ability to lead workshops, communicate with senior stakeholders and produce high-quality customer-facing docs.
• Ability to build relationships with senior program owners and decision-makers.
• Good understanding of experience management industry shifts across sectors.
• Demonstrates entrepreneurial spirit with comfort in ambiguity and complex environments.
• Bachelor’s degree in science, technology, engineering, or business-related field.
• Willingness to travel up to 25%.

Responsibilities

• Own the success of a portfolio of customer accounts across lifecycle stages.
• Monitor health, adoption and value realization to drive growth and renewals.
• Define strategy to mature and expand programs across accounts for Net ARR growth.
• Lead cross-functional project management for successful implementations.
• Manage risks, quality and delivery timelines with stakeholders.
• Collaborate with internal teams to support customer experience and maintain account health.

Skills

3+ years experience

Technical aptitude

Consulting & program management

Customer engagement

Stakeholder influence

Industry experience

Entrepreneurial spirit

Education

Bachelor’s degree in science, technology, engineering, or business-related field

Job description

Qualtrics is seeking a Senior Analyst, Technical Customer Manager to lead delivery and ongoing success of customer experience programs across industries such as Restaurant, Retail, Travel and Hospitality.

You will partner with customers through onboarding, optimization and value realization, acting as the technical trusted advisor for medium to large-scale implementations and driving measurable business impact.