Customer Success Associate

About Us

Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.

The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.

Qualio’s Customer Success team is looking for a Customer Success Associate to improve Qualio’s retention, customer growth, and customer experience. Through detailed account planning and management skills and focus on delivering top customer experience at scale, you will be responsible for renewal management, risk management, and growth for your customers.

Your day-to-day is a mix of proactive and reactive work. The proactive work includes running customer meetings, handling renewals, up-sells, and some project management. The reactive will consist of support and general account management duties.

• Be the key contact and advocate for your assigned customer list
• Improve Customer engagement and adoption through proactive touchpoints and driving Customers through an adoption journey.
• Develop and deliver win/win outcomes for customer renewals that optimize contract terms while protecting and enhancing customer trust
• Partner with Account Management to drive upgrade revenue from new product feature adoption and expanded usage
• Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base
• Follow and adhere to standard methodologies for all internal processes including Opportunity Management, Risk Management, Quoting and Forecasting

• 1-2 years in a customer facing role managing B2B customer relationships, preferably in SaaS
• Proven expertise in driving win-win outcomes in contract negotiations
• Demonstrated experience as a trusted advisor to customers
• Adaptability to take on new projects and adjust to changing priorities
• Great communication skills across multiple mediums (video conference, phone, email)
• Experience with Salesforce.com, Catalyst, GSuite (or similar softwares)
• Exceptional organizational and time management skills
• The ability to thrive in a fast-paced environment

We’d also like you to have:

• Experience managing a book of business with accountability for renewal rate and growth
• Experience in detailed contract negotiations
• Experience in ownership of continuous improvement projects

• Competitive salary
• Matching 401k (US)
• Medical, Dental, and Vision Benefits 
• Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance (US)
• Unlimited vacation policy
• Company allowance for home office supplies
• 12 weeks paid parental leave (or country specific)
• Opportunity to make a difference through helping life-saving products get to market