Customer Success Associate
About Us
Qualio is a unified quality and compliance management platform that helps regulated organizations get products to market faster with reduced risk. Trusted by biopharma, medtech, and diagnostics companies worldwide, Qualio eliminates fragmented systems that create audit delays and compliance blind spots. Our platform enables audit readiness in weeks through multi-standard automated gap analysis and evidence reuse across ISO and FDA requirements. Qualio is ISO 27001, ISO 9001, and ISO 27701 certified, reflecting our commitment to security, quality, and privacy.
The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.
What’s the opportunity?
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, 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, upsells and some project management. The reactive will consist of support and general account management duties.
What will I be doing?
- Be the primary contact and advocate for your assigned book of business
- 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 increased 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
What skills do I need?
- 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
- Proven track record in expansion / sales focused opportunities
- 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, Catalyst, GSuite (or similar softwares)
- Exceptional organizational and time management skills
- The ability to thrive in a fast-paced environment
Benefits
In addition to playing an important role in building Qualio, you'll receive:
- Competitive salary
- Flexible holidays
- Unlimited Time Off
- Professional development stipend
- Working space allowance / home office budget
- Opportunity to make a difference through helping life-saving products to get to market
A note to candidates:
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.