Solution Manager, Customer Journey

Qualtrics; United States; Hybrid; USD 118,000 - 157,000; Full time

Benefits offered by this job

Hybrid work model

Healthcare coverage

Retirement matching

ERGs & team events

Job summary

Qualtrics is seeking an experienced Solution Manager, Customer Journey to act as the operational architect bridging product innovation with field reality. You will partner with Product Management, Sales, Professional Services, and Customer Success to design end-to-end business workflows that scale for enterprise customers.

You will lead go-to-market readiness efforts, map lifecycle handoffs from quote-to-cash to renewals, and deliver data-backed insights that inform product roadmaps and customer

Qualifications

• 8+ years designing end-to-end business workflows across the customer lifecycle.
• Experience leading go-to-market readiness and services strategy.
• Proven ability managing complex cross-functional programs.
• Hands-on portfolio of field-enablement deliverables (SOW templates, delivery playbooks).

Responsibilities

• Own end-to-end GTM readiness programs from planning to launch.
• Map customer journeys across provisioning, delivery, and renewals.
• Create field assets like SOW templates and playbooks.
• Collaborate with Product, Sales, Enablement to align on roadmap.

Skills

GTM readiness

Cross-functional leadership

Program management

Lifecycle workflows

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.

Solution Manager, Customer Journey (Individual Contributor)

Why We Have This Role

At Qualtrics, our Customer Journey team ensures every client experiences a predictable, high-value path from their initial evaluation through adoption, renewal, and expansion. As Senior Solution Manager, you will serve as the operational architect bridging product innovation with field reality. You'll partner directly with Product Management, Sales, Professional Services, Customer Success, and Operations to design the end-to-end business workflows that make new offerings sellable, deliverable, and supportable at enterprise scale.

How You’ll Find Success

Operate as an architect of clarity: Cut through ambiguity to turn complex go-to-market concepts into concrete, repeatable execution plans.

Lead through influence: Align cross-functional leaders across GTM and Product without direct reporting authority, driving shared accountability.

Think in systems and lifecycles: Map customer handoffs across quote-to-cash, delivery, and renewal to eliminate operational friction points before they occur.

Synthesize signal from noise: Distill qualitative field feedback and customer experiences into structured, data-backed insights that shape product roadmaps.

Deliver with enterprise rigor: Balance strategic program architecture with hands‑on asset creation, from SOW frameworks to scoping methodologies.

How You’ll Grow

Executive cross-functional mastery: Deepen your ability to drive strategic decision‑making across Product, Engineering, Sales, and Post‑Sales leadership.

Category-defining operational design: Build and standardize GTM frameworks that scale an enterprise SaaS ecosystem operating at multi-billion‑dollar scale.

Product strategy leadership: Expand your direct influence on product vision and release strategy by grounding roadmaps in real‑world delivery data.

Things You’ll Do

Accelerate time‑to‑market for new offerings: Own end‑to‑end GTM readiness programs, establishing clear launch gates and operational milestones so regional teams can sell and deliver seamlessly on Day 1.

Eliminate post‑sale friction: Map and implement customer journey workflows across provisioning, implementation, and support to reduce handoff risks and improve onboarding velocity.

Equip the field for repeatable execution: Build practical field assets, including scoping guides, statement of work (SOW) templates, packaging matrices, and delivery playbooks in partnership with Enablement and Product Marketing.

Direct product evolution using field evidence: Establish systematic feedback loops between delivery teams and Product Managers to prioritize features that drive sustained customer adoption and expansion.

Standardize scalable frameworks: Turn single‑product launch successes into reusable playbooks, operational standards, and governance models adopted across global teams.

What We’re Looking For On Your Resume

Demonstrated track record leading go‑to‑market readiness, business operations, services strategy, or product operations within a multi‑product enterprise SaaS environment.

At least 8 years of experience designing end‑to‑end business workflows across the customer lifecycle (sales quoting, delivery handoffs, provisioning, and renewals).

Proven capability managing complex cross‑functional programs across distributed teams with clear risk mitigation and executive milestone tracking.

Hands‑on portfolio of field‑enablement deliverables, such as implementation methodologies, scoping calculators, SOW templates, or delivery playbooks.

Familiarity with enterprise go‑to‑market platforms (e.g., Salesforce, Gainsight, Highspot) and partner/SI delivery models.

What You Should Know About This Team

We build the connective tissue: We sit at the intersection of business strategy and technical execution, making sure our company's biggest product bets succeed in the real world.

Bias toward action over bureaucracy: We value lightweight, repeatable systems over red tape; our frameworks exist to empower client‑facing teams to move faster.

High autonomy with built‑in trust: You own your programs end‑to‑end, with the freedom to design solutions and the direct support of a collaborative team of peers.

Impact measured by customer outcomes: Our success is directly tied to how effortlessly our customers adopt and expand their use of Qualtrics software.

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
$118,000-$157,000 USD