XM Success Manager - Strategic Accounts

Qualtrics - Reston, VA

Full-time - Mid Level

Hybrid - Reston, VA

5,001-10,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The XM Success Manager for Strategic Accounts at Qualtrics plays a crucial role in managing customer relationships and ensuring the successful adoption and expansion of the Experience Management (XM) platform. This position involves serving as a trusted advisor to clients, helping them achieve their business objectives through effective use of Qualtrics products. The role requires a proactive approach to customer engagement, focusing on building long-term relationships and driving customer satisfaction and loyalty.

Responsibilities

• Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership.
• Work with customers to define and document stakeholder's business requirements, understand key business challenges, and develop the customer's vision into a value-based solution.
• Build and maintain multi-level client stakeholder relationships to ensure customer health and drive expansion within existing accounts as program needs mature.
• Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation.
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap.
• Champion customer needs internally and mobilize other Qualtrics resources to maximize customer impact.
• Plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses.
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities.

Requirements

• Bachelor's degree with 6-10 years of experience in management consulting, CX, CS, or technical account management, OR a master's degree with 3+ years' experience in a similar role.
• Track record of success in building customer relationships at multiple levels of a client's organization.
• Proven experience leveraging industry best practices, program operationalization, and insight-driven suggestions to mature customer-facing programs.
• Technical understanding of data integrations.
• Experience with data analytics & visualizations.
• Strong communication skills including written, analytical, presentation, and verbal (English required, foreign languages a plus).
• Willingness to travel up to 25% or as customer requires.

Nice-to-haves

• Experience in a fast-paced, high-growth environment.
• Ability to explain technical tasks to non-technical stakeholders.

Benefits

• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year).
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year).
• Standard benefits package including medical, dental, vision, and life insurance.
• Snacks, drinks, and free lunches in the office.
• Hybrid work model with in-office days on Mondays and Thursdays, plus one additional day selected by the organizational leader.