Manager, Customer Success - East Coast Only

About the role

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 is seeking a Manager, Customer Success to lead and develop a high-performing team of Customer Success Managers. This role drives customer retention and expansion within an assigned portfolio while delivering exceptional customer experiences and contributing to company growth. What will I be doing? Lead, coach, and hold a team of Customer Success Managers accountable to performance expectations Drive customer retention by monitoring churn signals and implementing proactive engagement strategies Execute expansion strategies in partnership with go-to-market teams to contribute to NRR targets Build and optimize repeatable CSM playbooks based on customer journey and segment data Analyze customer data to identify success patterns and improve team engagement approaches Lead with an AI-first mindset, not just adopting AI yourself, but creating the conditions for your CSMs to experiment and embed AI into how they manage their books of business, from churn monitoring to customer prep and playbook iteration. Represent the voice of the customer by collaborating cross-functionally with Sales, Product, and Support Provide executive-level escalation support to protect and strengthen key customer relationships What skills do I need? 6+ years experience in SaaS Customer Success Management 4+ years of management experience leading Customer Success teams Proven track record driving GRR and NRR outcomes across a customer portfolio Experience implementing customer engagement models and CSM playbooks that deliver results Ability to use data to track performance, identify trends, and make continuous improvements Strong cross-functional collaboration skills - comfortable working with Sales, Product, and Leadership Adaptable and effective in a fast-paced, remote-first environment

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