Associate Manager, Customer Success

About the role

You will lead a team of Technical Success Managers focused on our Enterprise-tier clients in the LATAM region. This role involves guiding your team through the entire customer lifecycle, from initial onboarding to long-term platform maturity, while driving adoption and retention. You will serve as a mentor to your direct reports and a strategic advisor to senior customer stakeholders.

Key facts

What you'll do

• Recruit, hire, train, and retain high-performing Technical Success Managers.
• Manage team capacity, resource allocation, forecasting, and financial performance.
• Provide coaching and career development mentorship to your direct reports.
• Oversee revenue responsibility for a fast-growing segment, focusing on renewals and account expansion.
• Build relationships with C-level and senior executive clients through virtual and in-person meetings.
• Collaborate with Sales, Product, Engineering, and Professional Services to scale service offerings.
• Travel as necessary to meet with customers and team members.
• Maintain deep expertise in the Qualtrics XM Platform to drive product improvements and customer strategy.

Requirements

• 8+ years of professional experience in consulting, strategy, operations, product management, or related fields.
• 3-5 years of people leadership experience, including managing teams and direct client interaction.
• Proven experience working with clients in the LATAM market.
• Bachelor's or advanced degree in business, science, technology, or a related field.
• Ability to manage multiple concurrent projects and prioritize effectively.
• Experience presenting to and communicating with senior management.
• Strong data-driven approach to strategy and problem-solving.

Skills & tools

• Qualtrics XM Platform
• Team leadership and mentorship
• Financial forecasting and resource management
• Strategic account planning
• Cross-functional collaboration

Practical notes

• Benefits include 30 days of paid time off (15 PTO, 5 personal days, 10 holiday closures) with additional time after one year.
• Qualtrics Experience Program provides $1,800 for an experience of your choosing after one year of employment.
• Qualtrics is an equal opportunity employer. Reasonable accommodations are available for individuals with disabilities during the application and interview process.