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Our mission is to help organizations serve and support customers and employees in proactive, personalized ways.
The Role
Leads go-to-market readiness for new SaaS products and services, designing scalable customer lifecycle workflows across quoting, provisioning, implementation, support, and renewal. Develops sales and delivery assets, manages cross-functional launch plans and risks, aligns stakeholders across Product, Sales, Services, Legal, Finance, and Operations, and translates field and customer insights into product strategy recommendations.
Summary Generated by Built In
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.
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.
Senior Solution Manager, Customer Journey
Why We Have This Role
At Qualtrics, our Customer Journey function ensures every customer experiences a connected, predictable path from first conversation through adoption, renewal, and expansion. As Senior Solution Manager, you will be the operational architect behind how new products and services reach the market and scale successfully. You will design the business and service processes that make offerings sellable, deliverable, and supportable, serving as the critical bridge connecting our field teams, customers, and Product Management. In this senior individual contributor role, you will lead through influence to bring structure to ambiguity and align cross-functional teams across the entire organization.
How You’ll Find Success
- Navigates Ambiguity: Takes initiative in complex, unstructured environments to map clear paths forward and build scalable operational standards.
- Influences Without Authority: Builds trust and drives alignment across senior stakeholders in Sales, Services, Customer Success, Product, and Operations.
- Process Architect Mindset: Obsessed with end-to-end workflow design—identifying handoff risks, reducing friction points, and optimizing quote-to-cash and delivery models.
- Evidence-Based Communicator: Synthesizes complex field and customer insights into concise, actionable feedback that influences product roadmaps and executive decisions.
- Systems & Strategic Thinker: Connects big-picture GTM strategy with hands-on asset creation (scoping tools, playbooks, SOW templates) to enable repeatable execution.
How You’ll Grow
- Expand your strategic impact by shaping end-to-end GTM readiness for next-generation enterprise SaaS products across global markets.
- Broaden your executive influence by partnering directly with cross-functional leadership across Sales, Product, Services, and Finance.
- Deepen your operational expertise in scaling enterprise customer lifecycles, engagement frameworks, and SaaS delivery models.
- Develop repeatable frameworks, playbooks, and standards that set the benchmark for product launches company-wide.
Things You’ll Do
- Accelerate GTM Product Readiness: Own and execute the end-to-end readiness plan that transitions new products and services from release to repeatable sales and delivery.
- Build Scalable Business & Service Workflows: Design and optimize customer lifecycle processes across quoting, provisioning, implementation, support, and renewal to eliminate operational friction.
- Enable Field Execution: Develop practical sales and delivery assets—including deal qualification guides, scoping tools, pricing references, SOW templates, and delivery playbooks.
- Drive Cross-Functional Alignment & Execution: Manage multi-team project plans, track readiness milestones, mitigate launch risks, and hold stakeholders accountable across Sales, Services, Legal, Deal Desk, and Finance.
- Influence Product Strategy: Establish feedback loops to gather customer and field insights, translating them into structured, evidence-based recommendations for Product Management.
What We’re Looking For On Your Resume
- Enterprise SaaS GTM Experience: 15+ years of extensive background in GTM operations, business readiness, services strategy, customer success operations, or product operations within a complex SaaS environment.
- Proven Cross-Functional Program Leadership: Demonstrated track record of managing complex launch plans, dependencies, and risks across multi-disciplinary teams.
- End-to-End Process Mapping: Proven ability to map and optimize complex workflows across quote-to-cash, implementation, and customer onboarding.
- Field & Sales Asset Development: Hands-on experience creating scoping tools, SOW templates, delivery methodologies, and field playbooks.
- Tool & Framework Familiarity: Background with enterprise frameworks and platforms such as Salesforce, Gainsight, Highspot, or similar customer success tools.
- Domain Knowledge (Bonus): Experience with experience management (CX), research technology, or partner/SI delivery models.
What You Should Know About This Team
- High-Impact Connective Tissue: We sit at the intersection of Product, Sales, and Operations—directly impacting how our business grows and how customers experience Qualtrics.
- Action-Oriented & Collaborative: We thrive on solving hard operational puzzles together and empowering each other to lead without red tape.
- Standard-Setters: We build the foundational frameworks and playbooks that turn one-off successes into scalable, repeatable global practices.
- Committed to Growth: We actively support continuous learning, professional development, and expanding your leadership footprint across the organization.
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.
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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
$171,500—$228,000 USD
Skills Required
- 15+ years of experience in GTM operations, business readiness, services strategy, customer success operations, or product operations within a complex enterprise SaaS environment
- Experience managing complex product or service launch plans, dependencies, and risks across multidisciplinary teams
- Experience mapping and optimizing workflows across quote-to-cash, implementation, and customer onboarding
- Hands-on experience creating scoping tools, SOW templates, delivery methodologies, and field playbooks
- Familiarity with enterprise platforms or frameworks such as Salesforce, Gainsight, Highspot, or similar customer success tools
- Experience with experience management, customer experience, research technology, or partner/SI delivery models
What the Team is Saying
Saloni
Software Engineer
Alexia
Software Engineer
Kate
Product Marketing Manager, Frontline CX Product Portfolio
Qualtrics Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is considered strong, with PPO and high‑deductible plan options and the company paying 85% of U.S. medical premiums. Dental, vision, telemedicine, and HSA support round out the core package.
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Retirement Support — Retirement benefits are highlighted by a 401(k) with a 5% company match and immediate vesting. Employees also point to useful plan options alongside other financial protections.
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Wellbeing & Lifestyle Benefits — Wellbeing programs stand out through a $1,200 annual wellness stipend and no‑cost mental‑health support, plus five wellness days and unlimited sick time in the U.S. Additional lifestyle perks include an annual $1,800 Experience Bonus and up to 10 work‑from‑anywhere days.
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The Company
What We Do
Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities. Our vision, as an organization, is to improve the human experience.
Why Work With Us
We're a place where strategic risks are encouraged & complex problems get solved together. Where nimble teams are empowered to set aggressive goals & move fast to win. A place that makes you feel safe as your authentic self. Where everyday work results in growth. And, most importantly, where what you do matters. That's why we work at Qualtrics.
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Qualtrics Teams
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About our Teams
Qualtrics Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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.
Typical time on-site:
3 days a week
