Team Lead, Customer Success

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.

The Customer Success Team Lead is a player/coach role responsible for driving customer retention and growth through both direct account management and team leadership. You will supervise a team of 3-5 Customer Success team members while personally managing a portfolio of accounts. Your dual focus will be on delivering exceptional customer outcomes in your own accounts while coaching and developing your team members to achieve their goals.

• Portfolio Management (60%): Personally manage a portfolio of strategic customer accounts, driving retention, expansion, and advocacy through proactive engagement and relationship building
• Team Leadership (40%): Supervise and coach 3-5 Customer Success team members, providing guidance on account strategies, process execution, and professional development
• Monitor customer health across both your personal portfolio and team accounts, identifying and addressing early churn signals through direct intervention and team coordination
• Provide escalation support for complex customer situations within your team's accounts and coordinate with senior leadership when needed
• Coach team members on customer lifecycle management, engagement approaches, and best practices while implementing feedback from senior management
• Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences and communicate customer feedback up the organization
• Use customer data and insights to optimize engagement strategies for both your accounts and guide your team's approach to their portfolios
• Support onboarding and development of new CS team members through mentoring, shadowing, and hands-on coaching; participating in hiring, performance management and formal development plans

• Customer Success experience. A minimum of 5 years of customer success or account management experience 
• Customer Success expertise. Proven track record managing customer accounts with demonstrated results in retention and expansion
• Coaching abilities. Strong mentoring and coaching skills with experience developing other Customer Success professionals
• Account management. Skilled at managing complex customer relationships and driving business outcomes through strategic engagement
• Process execution. Comfortable implementing established processes and using data to track performance and guide decisions
• Communication skills. Excellent written and verbal communication skills, especially for coaching conversations and customer interactions
• Cross-functional collaboration. Ability to work effectively with Sales, Product, and Support teams while representing team needs
• Adaptability. Comfortable balancing individual contributor and supervisory responsibilities in a fast-paced environment
• Problem-solving. Strong analytical skills and ability to develop creative solutions for both customer challenges and team development needs

We’d also like you to have:

• • Experience managing people and/or leading teams
  • Experience supporting recurring services offerings with demonstrated impact on revenue and customer satisfaction
  • Experience in quality, healthcare or life sciences industries
  • Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, ISO-13485

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

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.