Senior Customer Success Manager, Research Consulting

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 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.

Senior Customer Success Manager, Research Consulting

Why We Have This Role

The Customer Success Manager, Research Consulting (otherwise known as an Edge Value Manager) is at the heart of the Edge services business. Edge is the Market Research arm of Qualtrics, enabling customers to answer their key research questions by leveraging a full service team of industry experts. We understand their goals and, as trusted advisors, help them deliver on their business objectives, recommend research to address the challenges they face, and unlock the most value from our subscription services. We are looking for research savvy, resourceful, and technical individuals to help our customers realize long term value and drive Edge customer retention and expansion.

How You’ll Find Success

Edge Value Managers ensure that Edge fulfills its brand promise to customers of delivering impactful insights. If you couple that customer obsession with a growth and expansion mindset, you will effectively help renew the Edge customer base and proactively recommend solutions to uphold their business objectives. Additionally, you will do the following:

• Have a deep understanding of the market research landscape and trends
• Bring AI to the forefront of all conversations with clients
• Work collaboratively with Edge sales and delivery teams
• Prescribe custom research to address the customer’s needs
• Continuously stay up to date on new Edge data and services offerings
• Focus on delivering value and impact to the customer
• Maintain a growth mindset that is focused on personal development

How You’ll Grow

• Deepen your expertise in research methodologies and tools while staying informed about industry trends to provide valuable guidance and innovative solutions for customers
• Surface historical experience, case studies and validation results to influence client scoping and drawdown of Edge Audiences solutions
• Bring strong analytical capabilities to client’s research challenges to support their adoption and usage of Edge Instant Insights
• Develop personalized, high-impact recommendations by anticipating customer needs and cultivating long-term relationships with industry professionals
• Contribute to the growth and renewal of the Edge customer base, focusing on strategies that maximize customer satisfaction and loyalty for sustained engagement
• Collaborate cross-functionally with delivery and sales teams to provide comprehensive solutions, while gaining a holistic understanding of how all departments contribute to overall business success

Things You’ll Do

• Collaborate with customers to define business requirements, understand challenges, and translate their vision into value-based solutions
• Provide proactive thought leadership and contribute to a growing knowledge network of best practices and methodologies that improve the effectiveness of our team and the information available to our clients
• Prescribe end-to-end research requests by overseeing discovery, scoping, and coordinating with the Edge delivery teams for successful implementation of Edge subscription offerings (including top-notch knowledge and expertise on synthetic sample delivery)
• Maintain polished communication with clients, ensuring timely responses and effective follow-through on issues and escalations to build long-term partnerships
• Work closely with Edge Account Executives and Delivery teams to build account strategies, accelerate growth, and ensure recommended solutions lead to impactful insights
• Develop educational content to help users maximize Edge data solutions and effectively communicate the product roadmap expectations

What We’re Looking For On Your Resume

• 3+ years of experience in quantitative research methodologies
• 5+ years of experience in a technical, consulting, or client-facing role
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers while prioritizing and meeting deadlines
• Deep understanding of research and ability to scope appropriate market research programs to satisfy customer needs or pain points
• Comfort in working both autonomously and collaboratively
• Ability to articulate research methodologies and technical concepts to a non-technical audience
• Familiarity with software and front-end development
• Track record of success in building customer relationships at multiple levels of a clients’ organization

What You Should Know About This Team

• You’ll discover that collaboration is a deeply ingrained tenet found at the heart of the Edge Team. Your teammates and cross-functional partners will be your largest asset as you work together to maximize outcomes for our customers
• This team is held to a high standard of excellence in communication, organization, professionalism, and execution
• Culture is crucial for us; we want you to be in a place where you enjoy your day to day and thrive against the challenges that come with it. Proactiveness and willingness to learn are a must. You will find that empathy and kindness are our “secret-sauce” for a high-performing team

Our Team’s Favorite Perks and Benefits

• Monthly wellness bonus: every quarter you will receive $300 or $1,200 annually to use on a wide variety of wellness benefits (e.g., monthly gym pass, athletic clothing, massages)
• 20 paid days off excluding holiday closures (15 PTO, 5 personal days)
• 401k match program and medical benefits (e.g., healthcare, vision, dental, parental leave)
• Qualtrics Experience Bonus: $1,800 for an experience of your choosing (eligible after one year of employment)